Customer Relationship Officer

Company Description

BlueStone, founded in 2011 and headquartered in Bangalore, is one of India's leading fine jewelry brands. The company seamlessly integrates online and offline shopping, offering 300+ experiential stores alongside a vast online selection. With a proprietary tech stack, BlueStone enables customers to personalize their jewelry journey, from design to delivery, to celebrate life's special moments. Their certified collections span gold, platinum, diamonds, and gemstones, ensuring options for every occasion and budget.

To learn more, visit www.bluestone.com.

Role Description - This is a full-time, on-site Customer Support Non Voice role based in Mumbai. The role focuses on handling customer queries and service requests through digital channels such as email, chat, and social media, ensuring prompt and accurate responses.

Location: Mumbai (On-site)

What You'll Do -

• The role involves addressing queries in real-time via live chats, Emails and WhatsApp.
• To respond to customer emails with resolutions within the given TAT (Turnaround Time).
• To follow up with both customers and internal teams.
• Handling objections and escalations effectively.

What We're Looking For -

• Basic email etiquette is an important soft skill to have.
• Strong written communication skills and professionalism are essential.
• Having a good typing speed is essential.
• One should have good convincing skills for handling both pre and post-sales queries.
• One should take ownership.
• Customer-centric approach is essential.

Please note -

• Candidates should be flexible with shift timings, weekly offs, and leaves.
• Quick learning ability is important.
• They should be flexible to adapt to changes in LOBs and working patterns based on business requirements.
• The work pattern consists of 6 working days with rotational shifts and 1 day weekly off.
• The login time is 9 hours with a 1-hour break. Operational hours may vary, but currently it's between 9 AM and 10 PM.
• Operational shift timings may vary on peak days such as Akshaya Tritiya, Dhanteras, or during any other offer period.

KRA & KPI:

• To handle highest number of interactions.
• To resolve and close the tickets within the designated TAT (Turnaround Time).
• To achieve the set target for Customer Satisfaction (CSAT).
• To provide the best quality in every interaction.
• To meet the set targets for sales, customer satisfaction, and quality score.