Senior Customer Relationship Officer

Bluestone Jewellery And Lifestyle Limited; Mumbai; On-site; INR 520,000 - 680,000; Full time

Job summary

BlueStone Jewellery and Lifestyle Ltd. in Mumbai is seeking a Senior Customer Relationship Officer to manage customer interactions across calls, emails, live chat and WhatsApp, ensuring high-quality resolutions. You will work within the Customer Experience department, maintain records, and strive to meet SLAs, CSAT, and first contact resolutions.

Flexible shifts and rotational patterns apply. Candidates with graduation and 3–6 years of experience in customer support and leadership are encouraged

Qualifications

• Graduate in any discipline.
• 3–6 years of experience in Customer Support, Customer Service, or Customer Experience roles.
• Experience in handling escalations and supporting teams is preferred.

Responsibilities

• Handle customer inquiries, complaints, and requests via calls, emails, live chat, and WhatsApp.
• Provide accurate, timely, and professional resolutions to customer concerns.
• Maintain detailed and accurate records of customer interactions in systems.
• Ensure adherence to defined SLAs and quality standards.
• Coordinate with operations, logistics, sales, technical, and other internal teams for issue resolution.
• Escalate critical concerns to management in a timely manner.

Skills

Verbal communication

Written communication

Customer handling

Conflict resolution

Escalation handling

Decision making

CRM tools

Multitasking

Leadership

Reporting

Cross-functional collaboration

Team mentoring

Education

Graduate

Job description

Senior Customer Relationship Officer

Company Name: BlueStone Jewellery and Lifestyle Ltd.

Location: Mumbai - Andheri

Position: Senior Customer Relationship Officer

Department: Customer Experience

Main Job Tasks and Responsibilities

• We are seeking a highly motivated and customer-focused Senior Customer Support Executive.
• Handle customer inquiries, complaints, and requests through phone calls, emails, live chat, and WhatsApp.
• Provide accurate, timely, and professional resolutions to customer concerns.
• Ensure adherence to defined Service Level Agreements (SLAs) and quality standards.
• Maintain detailed and accurate records of customer interactions in systems.
• Required to Handling objections and escalations effectively.
• Positive attitude with Strong ownership and accountability.
• Ability to work collaboratively across departments.
• Willingness to support the team beyond routine responsibilities.

Mandatory Skills:

• Excellent verbal and written communication skills.
• Strong customer handling and conflict-resolution abilities.
• Experience in managing customer interactions across calls, emails, chats, and WhatsApp.
• Ability to handle escalations professionally and effectively.
• Strong problem-solving and decision-making skills.
• Good knowledge of CRM and customer support tools.
• Ability to multitask and work in a fast-paced environment.
• Leadership and mentoring capabilities.
• Prepare and share customer service reports as required.
• Coordinate with operations, logistics, sales, technical, and other internal teams for issue resolution.
• Escalate critical concerns to management in a timely manner.

Qualifications:

• Graduate in any discipline.
• 3 to 6 years of experience in Customer Support, Customer Service, or Customer Experience roles.
• Prior experience in handling escalations and supporting teams is preferred.

KRA and KPI:

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• SLA Adherence
• Escalation Resolution Rate
• Quality Audit Scores
• Customer Retention and Service Recovery Metrics

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 its 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.