Online Jewellery Consultant

Caratlane; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

CaratLane in Mumbai is seeking a client support specialist with a flair for luxury jewellery to handle interactions across digital channels and contribute to international sales growth.

You will guide customers from discovery through post‑sale support, resolve escalations, and aim to exceed monthly targets through proactive engagement, multi‑currency handling, and cross‑border logistics awareness. Freshers welcome with strong English and a client‑centric mindset.

Qualifications

• 2 years of sales or client support experience in luxury retail, jewellery, fine crafts, or high-touch international e-commerce.
• Freshers also allowed with fluent in English.

Responsibilities

• Manage customer interactions across all digital channels: inbound/outbound calls, live web chat, emails, and social media DMs/comments.
• Provide end-to-end assistance from brand discovery, conversion, after-sales assistance and build brand loyalty.
• Assist in resolving customer escalations pre and post sale.
• Consistently achieve and exceed monthly international sales targets through active lead follow-up and proactive conversion strategies.

Skills

English fluency

Communication

Multi-tasking

Negotiation

Job description

Role & responsibilities

Key Responsibilities

• Manage customer interactions across all digital channels: inbound/outbound calls, live web chat/Freshchat, emails, and social media DMs/comments.
• Provide end-to-end assistance from brand discovery, conversion, after sales assistance and build brand loyalty.
• Actively assist in resolving customer escalations pre and post sale.
• Consistently achieve and exceed monthly international sales targets through active lead follow-up and proactive conversion strategies.

Customer Journey & Relationship Management

• Take full accountability for the client experience, proactively resolving queries, eliminating purchase friction, and enhancing overall customer satisfaction.
• Cultivate long-term customer relationships to foster brand loyalty, repeat business, and high customer lifetime value across global regions.

Domain & Product Expertise

• Serve as a trusted consultant by explaining product specifications, sourcing information, hallmarking standards, and gemstone characteristics.

International Order Processing & Logistics Support

• Assist international customers with multi-currency pricing, payment conversions, and global payment gateways.
• Provide clarity on cross-border tariffs, customs clearances, duty guidelines, and local tax structures for the respective delivery country.
• Coordinate with logistics and operations teams to ensure seamless international dispatch, tracking, and delivery.

Required Qualifications & Skills

• Experience: 2 years of sales or client support experience in luxury retail, jewellery, fine crafts, or high-touch international e-commerce.
• Freshers also Allowed with fluent in english.

Language Proficiency

• Exceptional written and spoken English communication skills tailored for an international audience.
• Fluency in Telugu or additional international languages is a strong advantage.

Domain Knowledge

• Solid working knowledge of fine jewellery, gemstones, precious metals, hallmarking, and diamond grading principles.
• Understanding of international shipping procedures, payment gateways, currency conversions, and customs protocols.

Soft Skills

• High cultural intelligence and adaptability when communicating with buyers across different geographies.
• Target-oriented mindset with proven negotiation and closing abilities.
• Strong active listening skills, empathy, and creative problem-solving capability under dynamic conditions.
• Ability to multi-task efficiently across multiple conversation tools and internal dashboards.