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About The Company
Angara Ecommerce Pvt. Ltd. is a renowned global leader in the fine jewelry industry, distinguished for its exceptional gemstones, superior craftsmanship, and seamless online shopping experience. Established as a pioneer in digital retail, Angara has built a strong presence in the United States and international markets, and is now rapidly expanding its footprint within India. Our commitment is to make high-quality, customizable gemstone jewelry accessible to a diverse customer base across India, blending premium design with innovative digital solutions. Recognized for excellence, Angara has received numerous awards and accolades, including being ranked the No.1 Online Jeweler in the US by Newsweek in 2020, and earning the Business Intelligence Group’s 2024 BIG Innovation Award for its groundbreaking ‘Create with Angara’ platform. Our dedication to customer satisfaction is reflected in our high Trust Pilot ratings, BBB A+ rating, and multiple industry awards for service and innovation.
About The Role
We are seeking a passionate and customer-centric Customer Service Specialist to represent Angara as the human face of our brand across multiple channels, including live chat, email, social media, and voice. The ideal candidate will deliver ultra-personalized support to our global clientele, ensuring a seamless and memorable shopping experience. This role involves managing the entire customer journey—from pre-purchase consultations and order updates to issue resolution and post-purchase follow-ups—while maintaining high standards of professionalism, empathy, and commercial judgment. The Customer Service Specialist will be responsible for owning key performance metrics such as response time, resolution time, customer satisfaction scores, and review scores, and will proactively engage with customers to foster loyalty and long-term relationships. Additionally, this role requires monitoring and responding to social media interactions, managing reviews, and collaborating with cross-functional teams to continuously improve the customer experience. The successful candidate will act as the voice of the customer internally, providing valuable feedback and insights to enhance our services and processes.
Qualifications
The ideal candidate should possess prior experience serving customers in the US, UK, or other Western markets within a premium, high-touch, or global brand environment. Demonstrated ability to handle escalations with confidence and professionalism is essential. Candidates must have excellent spoken English with a neutral or global accent and near-native written English skills, capable of adapting tone and style to suit American and European customers. Comfort working in a fast-paced, dynamic environment with flexible shifts—including night shifts when necessary—is required. A strong ownership mindset, low ego, openness to feedback, and proactive approach are crucial. Familiarity with modern helpdesk, CRM, and customer service tools is necessary, with additional familiarity with loyalty or retention platforms considered a plus. Candidates should demonstrate a customer-centric approach, strong communication skills, and the ability to work collaboratively across teams.
Responsibilities
- Represent Angara as the primary point of contact across live chat, email, social media, and voice, providing personalized support to a global customer base.
- Manage end-to-end customer journeys, including pre-purchase consultations, order updates, issue resolution, and post-purchase follow-ups to nurture long-term relationships.
- Own and monitor key performance metrics such as average handling time, response time, resolution time, communication quality, customer satisfaction (CSAT), and review scores across all channels.
- Handle complex and high-value customer conversations, including escalations and High Net Worth Individuals (HNI), with professionalism, empathy, and sound commercial judgment.
- Maintain accurate and detailed records of all customer interactions and outcomes within CRM and helpdesk systems.
- Proactively monitor social media comments, direct messages, and public mentions to safeguard and enhance Angara’s brand reputation.
- Respond to reviews on relevant platforms, aiming to improve ratings and customer sentiment through quality engagement.
- Collaborate with cross-functional teams—such as operations, merchandising, marketing, technology, finance, and logistics—to resolve issues, close feedback loops, and improve overall processes.
- Test and implement new strategies, programs, and messaging aimed at increasing customer value, loyalty, and repeat purchases, while sharing insights with leadership.
- Act as the voice of the customer within internal forums, providing structured feedback and data-backed recommendations to enhance the overall customer experience.
Benefits
Joining Angara offers an opportunity to be part of a dynamic and innovative organization that values its employees and fosters professional growth. We provide a competitive salary package complemented by performance-based incentives. Employees benefit from comprehensive health insurance plans, flexible work schedules, and opportunities for continuous learning and development. Our inclusive work environment promotes diversity and encourages collaboration across teams. Additionally, employees gain exposure to the luxury jewelry industry, working with a globally recognized brand that is committed to excellence and innovation. We also offer employee discounts on our products, creating a unique opportunity to experience our craftsmanship firsthand. At Angara, we believe in recognizing and rewarding talent, dedication, and a customer-first mindset, ensuring a fulfilling and rewarding career path.
Equal Opportunity
Angara Ecommerce Pvt. Ltd. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other characteristic protected by law. Our hiring practices are based solely on merit, experience, and the ability to contribute to our mission of delivering exceptional jewelry and customer service. We believe that diverse perspectives and backgrounds strengthen our team and enable us to better serve our global customer base.
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