Sr. CCE

Digitide; Mumbai; On-site; INR 400,000 - 750,000; Full time

Job summary

Digitide in Mumbai seeks a dynamic Customer Support Agent for our premium diamond jewellery brand. You will manage inbound inquiries across phone, email, chat/WhatsApp, and social channels, qualify leads, and maintain CRM records to nurture relationships and drive sales.

Ideal candidates have 1–3 years in customer support or luxury retail, excellent communication and negotiation skills, and familiarity with CRM tools and lead management.

Qualifications

• 1–3 years of experience in customer support, inside sales, or luxury retail.
• Bachelor’s degree in Business, Marketing, or related field.
• Excellent communication and interpersonal skills; negotiation abilities.

Responsibilities

• Manage inbound inquiries via phone, email, chat/WhatsApp, and social channels.
• Qualify leads and record interactions in CRM; follow up to close sales.
• Provide premium customer service aligned with luxury branding.

Skills

Excellent communication

Interpersonal skills

Negotiation

Lead qualification

CRM familiarity

Education

Bachelor's or higher in Business/Marketing

Tools

CRM tools

Lead management systems

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Responsibilities

Role Overview
We are seeking a dynamic and customer-focused Customer Support Agent to join our premium diamond jewellery brand. The ideal candidate will be responsible for managing incoming leads, nurturing customer relationships, and driving sales conversions through exceptional service and product knowledge. This role requires strong communication skills, attention to detail, and a passion for luxury retail.

Key Responsibilities
Lead Management:
Handle inbound inquiries from multiple channels (phone, email, chat/WhatsApp, social media).
Qualify leads based on customer requirements and buying intent.
Maintain accurate records in CRM systems and ensure timely follow-ups.
Sales Conversion:
Provide personalized product recommendations and assist customers in making informed purchase decisions.
Upsell and cross-sell products to maximize revenue by aliasing with internal Ops, Ecom, Retail, Finance team to drive conversion
Achieve monthly and quarterly sales targets.
Customer Experience:
Deliver a premium, consultative experience aligned with the brand’s luxury positioning.
Address customer queries regarding product details, pricing, customization, and after-sales support.

Required Skills & Qualifications
Bachelor’s degree in Business, Marketing, or related field.
1–3 years of experience in customer support, inside sales, or luxury retail.
Excellent communication and interpersonal skills.
Strong negotiation and persuasion abilities.
Familiarity with CRM tools and lead management systems.
Knowledge of jewellery products and luxury market trends is a plus.

Qualifications

A1 to A2

Average PMI (last 6 months)/PMS rating 3 and above

Min 1 year in current role

No Warning Letter issued in the past 3 months

• E-learning mandatory courses certified wherever applicable

Job Info

• Job Identification 254717
• Job Category Customer Support/Operations | BPM