Customer Service Representative

Company Description The Diamond Port is a fast-growing B2B diamond marketplace that simplifies diamond sourcing for jewelry businesses worldwide. The company connects buyers with top international suppliers, offering competitive prices on a large inventory of natural, lab-grown, and melee diamonds. The Diamond Port manages logistics, quality checks, invoicing, and delivery to ensure a smooth purchasing experience. With benefits such as lowest price guarantees, a free diamond API, stringent quality checks, easy returns, consolidated shipping, and 24/7 customer support, the company is focused on helping partners scale efficiently. The team values reliable service, strong partnerships, and a customer-first mindset.
Role Description This is a full-time, on-site Customer Service Representative role based in Surat. The Customer Service Representative will respond to customer inquiries via phone, email, and chat, providing clear information about products, orders, and services. The role includes handling order status updates, resolving issues related to logistics, returns, and quality checks, and coordinating with internal teams to ensure timely and accurate responses. The representative will maintain records of customer interactions, follow up on pending concerns, and contribute to improving service processes and customer experience. This position requires consistent, professional communication and a strong focus on customer satisfaction in a fast-paced marketplace environment.
Qualifications
Strong customer-focused skills, including Customer Service and Customer Support, with experience handling inquiries and complaints professionally.
Ability to contribute to Customer Satisfaction and Customer Experience through clear communication, empathy, and problem-solving.
Previous experience as Customer Service Representatives or in a similar client-facing role is preferred.
Excellent verbal and written communication skills in English; proficiency in local languages is an advantage.
Comfort using CRM systems, email platforms, and basic office software to manage customer interactions and records.
Detail-oriented, organized, and able to multitask in a fast-paced environment.
Ability to work on-site in Surat and collaborate effectively with cross-functional teams.
Relevant education in business, communications, or a related field is beneficial; experience in jewelry, diamonds, or e-commerce is a plus.

Work arrangement
No