Angara Ecommerce Pvt. Ltd.
Website:
angaraecommerce.com
Job details:
Angara is a leading fine jewellery brand known globally for its exceptional gemstones, craftsmanship, and seamless online shopping experience. After establishing a strong presence in the US and other international markets, Angara India is rapidly expanding its footprint, combining premium design with cutting-edge digital retail. Our mission is to make high-quality, customizable gemstone jewellery accessible to customers across India.
Angara was ranked the No.1 Online Jeweler in the US in 2020 by the leading American magazine, Newsweek. We were also recognized by Newsweek as 5 Year Champion on being voted among the best online jewelers in its list of “Best Online Shops” for five years in a row. That’s not all. Our ground-breaking innovation, ‘Create with Angara,’ earned us the Business Intelligence Group’s 2024 BIG Innovation Award as well as the #10 spot in Retail on Fast Company’s Most Innovative Companies 2024 list. In addition to this, we secured the prestigious Bizrate Insights Circle of Excellence Award for two consecutive years as well as the Business Intelligence Excellence in Customer Service Award 2023. Better Business Bureau has rated Angara A+ for excellence in service and our Trust Pilot rating stands at 4.5 out of 5.
Role Summary
- Handle qualified inbound inquiries and warm leads, offering personalized guidance on gemstones, designs, and customization to help customers decide with confidence.
- Reconnect with existing and repeat customers to build brand recall, strengthen relationships, and drive repeat revenue and higher lifetime value.
- Conduct video consultations to showcase products, explain quality and value, and provide a calm, confident advisory experience.
Roles and Responsibilities :
Key Responsibilities
- Respond to incoming sales queries via phone, live chat, email, and video calls, ensuring every interaction feels bespoke and high-end.
- Conduct structured jewelry consultations: understand customer needs, recommend suitable options, explain gemstone/metal details, and guide decision-making.
- Re-engage past customers with thoughtful follow-ups, check-ins, and occasion-based outreach to encourage repeat purchases.
- Manage end-to-end journeys: pre-purchase advice, order support, issue resolution, and post-purchase follow-ups, always with a sales lens.
- Own and improve metrics such as conversion rate, average order value, repeat purchase rate, CSAT, and review scores.
- Maintain accurate records in CRM/helpdesk tools and collaborate with merchandising, operations, and marketing to resolve issues and refine the experience.
Must-Have Requirements
- Strong jewelry background: Previous fine jewelry work experience and/or formal education (e.g., GIA/IGI or equivalent).
- Proven luxury service experience with US/UK/EU customers in high-touch environments (jewelry, luxury retail, premium D2C, etc.).
- Comfort and confidence on video: professional, well-groomed presence; able to demonstrate products and build rapport on camera.
- Excellent spoken and written English with a neutral/global accent and the ability to adapt tone for American and European customers.
- Clear track record of influencing purchase decisions, closing high-ticket sales, or driving repeat business from existing customers.
- High ownership, reliability, and comfort with a dynamic, fast-paced, start-up style environment (including night shifts and peak season 6-day weeks in Nov–Dec).
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