Customer Support Associate

GEMGEM; Surat; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A luxury marketplace for fine jewellery is looking for a Customer Support Specialist in Surat, India. You will provide live chat support, assist with product information, and manage orders. The ideal candidate should have a degree, strong English communication skills, and at least 1 year of customer or sales support experience. The role offers competitive salary, performance-based bonuses, and opportunities for growth.

Benefits

Competitive salary

Performance-based bonuses

Career growth opportunities

Training and development support

Flexible working options

Qualifications

• 1+ year of experience in customer or sales support, preferably in tech/IT.
• Strong organizational and team-oriented skills.
• Ability to handle customer concerns efficiently.

Responsibilities

• Provide live chat support to customers.
• Process orders and keep customers updated on their status.
• Resolve customer issues and escalate when necessary.

Skills

Strong English communication skills

Customer-focused attitude

Multitasking skills

Problem-solving attitude

Education

Graduate in any stream

Tools

CRM tools

Microsoft Office

AI tools

Job description

About Us

GEMGEM is a next-generation luxury marketplace where people buy and sell authentic pre-owned fine jewellery online. We're combining decades of industry experience with modern technology to build a global platform built on trust and transparency.

The Role

About The Role We’re looking for a friendly and detail-oriented person to support our customers and sales team. You’ll chat with customers, help them choose the right products, manage orders, and ensure they have a smooth experience with us.

What You’ll Do

• Live Chat Support: Answer customer questions quickly and clearly
• Communicate in professional English

Sales Support

• Share product information to help customers make the right choices
• Work closely with the sales team

CRM & Data Entry

• Update customer details in our system
• Keep records of customer chats and activity

Order Support

• Help process orders and coordinate with internal teams
• Keep customers informed on their order status

Handling Issues

• Resolve customer concerns politely and efficiently
• Escalate issues when necessary

Reporting

• Prepare basic reports on chats and sales support
• Share suggestions to improve customer service

Process Improvement

• Identify areas for better service and workflow

Ideal Profile

What We’re Looking For

• Graduate in any stream
• 1+ year of experience in customer or sales support (experience in tech/IT is a plus)
• Strong English communication skills (spoken and written)
• Comfortable with CRM tools, Microsoft Office, and AI tools
• Organised, team-oriented, and multitasking skills
• Customer-focused with a problem-solving attitude

What You’ll Get

• Competitive salary
• Performance-based bonuses
• Career growth opportunities
• Training and development support

What’s on Offer?

• Leadership Role
• Flexible working options
• Opportunity to make a positive impact