Call Center Customer Service Representative

Company Description Moissani is a fine jewelry brand specializing in certified lab-grown diamond pieces that combine exceptional craftsmanship with contemporary design. The company focuses on ethical, sustainable, and accessible luxury, using premium precious metals and lab-grown diamonds to deliver high-quality engagement rings, bridal collections, and everyday jewelry. Moissani is committed to transparent pricing and trusted quality, enabling customers to celebrate meaningful moments with confidence and style. With a strong emphasis on personalization and custom jewelry, the brand aims to redefine fine jewelry by making responsible luxury the new standard.
Role Description This is a full-time, on-site Call Center Customer Service Representative role based in Gurugram. The representative will handle inbound and outbound customer calls, respond to inquiries about products, orders, and services, and provide accurate information in a clear and professional manner. Responsibilities include resolving issues, processing order updates, coordinating with internal teams, and ensuring a smooth customer journey before and after purchase. The role involves documenting interactions in the CRM system, following standard operating procedures, and escalating complex cases when needed. The representative will contribute to maintaining high customer satisfaction levels by delivering timely, empathetic, and solution-focused support.
Qualifications
Strong customer-facing skills, including Customer Service and Customer Support abilities to manage calls and queries effectively.
Experience enhancing Customer Experience and Customer Satisfaction through clear communication and problem resolution.
Background working in or with Customer Service Representatives teams, preferably in retail, e-commerce, or luxury goods.
Excellent spoken and written communication skills in English; proficiency in additional regional languages is an advantage.
Ability to work on-site in Gurugram, manage high call volumes, and multitask using CRM or call center software.
Strong listening skills, patience, and professionalism when handling sensitive or escalated customer issues.
Basic computer literacy, including email, spreadsheets, and web-based tools; prior experience with ticketing systems is helpful.
Prior experience in jewelry, fashion, or premium consumer brands is a plus; high school diploma or bachelor’s degree preferred.

Work arrangement
No