Senior Customer Relationship Officer

Bluestone Jewellery And Lifestyle Limited; Mumbai Suburban; On-site; INR 450,000 - 600,000; Full time

Job summary

Bluestone Jewellery And Lifestyle Limited is seeking a Senior Customer Support Executive to manage inquiries via phone, email, live chat and WhatsApp, delivering prompt, professional resolutions and ensuring SLA adherence.

The role requires strong communication, conflict-resolution skills, and ability to coordinate with various internal teams for issue resolution in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• 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 SLAs and quality standards.
• Maintain detailed and accurate records of customer interactions in systems.
• Handling objections and escalations effectively.
• Positive attitude with strong ownership and accountability.
• Work collaboratively across departments to resolve issues.
• Support the team beyond routine responsibilities.

Skills

Excellent communication

Customer handling

CRM knowledge

Multitasking

Leadership

Tools

CRM software

Job description

Role & 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.

Preferred candidate profile:

• 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.

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