Customer Service Sales Specialist

Angara Ecommerce Pvt. Ltd.; India; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Angara India is hiring a customer experience specialist to represent the brand across live chat, email, social media and voice. You will deliver ultra-personalized support to global customers and own end-to-end journey management, including pre-purchase consultations and post-purchase follow-ups.

Ideal candidates have experience with premium brands, excellent English, and a strong ability to handle escalations with empathy, data-driven insights and cross-functional collaboration.

Qualifications

• Experience serving Western markets (US/UK) in premium or global brands.
• Strong written and spoken English with a neutral/global tone.
• Ability to handle escalations calmly and professionally.
• Proficiency with modern helpdesk, CRM and customer service tools.

Responsibilities

• Represent Angara across live chat, email, social media and voice.
• Manage end-to-end customer journeys and nurture relationships.
• Own metrics like CSAT, response and resolution times.
• Collaborate with operations, merchandising, marketing and tech.
• Document interactions in CRM/helpdesk systems and feedback loops.

Skills

Premium premium-brand CX

Excellent English

Fast-paced environment

Customer empathy

CRM/Helpdesk tools

Analytical mindset

Tools

CRM systems

Helpdesk tools

Loyalty/retention tools

Job description

Angara is a leading fine jewellery brand known globally for its exceptional gemstones, craftsmanship, and seamless online shopping experience. After establishing a strong presence in the US and other international markets, Angara India is rapidly expanding its footprint, combining premium design with cutting-edge digital retail. Our mission is to make high-quality, customizable gemstone jewellery accessible to customers across India. Angara was ranked the No.1 Online Jeweler in the US in 2020 by the leading American magazine, Newsweek. We were also recognized by Newsweek as 5 Year Champion on being voted among the best online jewelers in its list of “Best Online Shops” for five years in a row. That’s not all. Our ground-breaking innovation, ‘Create with Angara,’ earned us the Business Intelligence Group’s 2024 BIG Innovation Award as well as the #10 spot in Retail on Fast Company’s Most Innovative Companies 2024 list. In addition to this, we secured the prestigious Bizrate Insights Circle of Excellence Award for two consecutive years as well as the Business Intelligence Excellence in Customer Service Award 2023. Better Business Bureau has rated Angara A+ for excellence in service and our Trust Pilot rating stands at 4.5 out of 5.

Job Description :

1. Represent Angara as the human face of the brand across live chat, email, social media and voice, delivering ultra-personalized support to global customers.
2. Handle end-to-end customer journeys: pre-purchase consultations, order updates, issue resolution, post-purchase follow-ups and relationship nurturing.
3. Own metrics such as average handling time, response time, resolution time, communication quality, CSAT and review scores across all channels.
4. Manage complex and high-value customer conversations, including escalations and HNI customers, with professionalism, empathy and strong commercial judgment.
5. Maintain accurate, detailed records of all customer interactions and outcomes in CRM and helpdesk tools.
6. Proactively monitor and respond to social media comments, DMs and public mentions, safeguarding and enhancing Angara’s brand reputation.
7. Track and respond to reviews on relevant platforms, driving improvements in ratings and customer sentiment.
8. Collaborate with cross-functional teams (operations, merchandising, marketing, tech, finance, logistics) to solve issues, close feedback loops and improve processes.
9. Test new strategies, programs and messaging to drive customer value, loyalty and repeat purchases, and share insights with leadership.
10. Act as the voice of the customer in internal forums, bringing structured feedback and databacked recommendations to improve the Angara experience.

Roles and Responsibilities:

1. Experience serving US/UK or other Western market customers in a premium, high-touch or global brand environment.
2. Demonstrated ability to handle customer escalations calmly and confidently, with a strong customer-centric mindset.
3. Excellent spoken English with a neutral/global accent and near-native written English, able to adapt tone and style to American and European customers.
4. Comfort working in a fast-paced, dynamic setting with changing priorities, including varying shifts and night shifts when required.
5. Strong ownership mindset: low-ego, feedback-friendly, proactive, and comfortable with ambiguity and cross-functional coordination.
6. Proven experience in using modern helpdesk, CRM and customer service tools; familiarity with loyalty or retention tools is a plus.

Good to have

• Background in jewelry, luxury retail, or premium D2C e-commerce (lifestyle/fashion/beauty, etc.).
• Jewelry education or certifications such as GIA/IGI (or equivalent) and an interest in gemstones and fine jewelry.
• Experience engaging with premium/HNI customers and consultative, high-ticket conversations (average order values around 1,000 USD and above).
• Data and analytics comfort: ability to interpret customer data, performance dashboards and insights to inform CX improvements.
• 5+ years of relevant customer-facing experience; seniority banding will depend on capability, not just years.