Customer Service Specialist

Company Description Moissani is a luxury lab-grown diamond jewelry brand dedicated to making ethical, high-quality fine jewelry more accessible and sustainable. The company blends exceptional craftsmanship with contemporary design, offering certified lab-grown diamonds set in premium precious metals. From everyday pieces to bridal collections and custom designs, Moissani focuses on delivering enduring brilliance, trusted quality, and transparent pricing. With a mission to redefine fine jewelry, the brand empowers customers to celebrate meaningful moments with style and confidence.
Role Description The Customer Service Specialist is a full-time, on-site role based in Gurugram, responsible for providing high-quality support to customers across multiple channels, including phone, email, chat, and social media. Day-to-day tasks include responding to inquiries about products, orders, deliveries, returns, and custom requests; resolving complaints; and ensuring a smooth, personalized customer experience. The role involves maintaining detailed records of customer interactions, coordinating with internal teams such as sales, operations, and fulfillment, and proactively following up to ensure customer satisfaction. The specialist will also contribute to improving service processes, gathering customer feedback, and representing the Moissani brand with professionalism and empathy.
Qualifications

• Strong Customer Service and Customer Support skills, with the ability to handle inquiries and issues efficiently and courteously.
• Focus on Customer Satisfaction and Customer Experience, ensuring every interaction reflects Moissani's standards of ethical luxury and quality.
• Excellent Phone Etiquette, clear communication, and active listening skills for engaging with customers in a professional manner.
• Good written and verbal communication skills in English; additional language abilities are an advantage.
• Ability to work on-site in Gurugram, manage time effectively, and handle multiple requests in a fast-paced environment.
• Comfort using CRM or ticketing tools, and basic proficiency with common office software.
• Prior experience in customer-facing roles, preferably in retail, e-commerce, or luxury goods, is beneficial.
• High level of integrity, empathy, and attention to detail, with a customer-first mindset.