Education, Certificate
(Relevant education, achievement & certification)

1. Any bachelor degree is mandatory

2. MS Office certification / working knowledge is mandatory

Knowledge
(knowledge gained in the past for this requirement)

1. Knowledge of Voice & Non-voice

2. Online sales / offline sales / customer service

3. Good knowledge of Jewellery – Gold, Diamond, Platinum and Silver

Skills
(Specific job skills required for this job)

1. Communication – Mandatory – Good spoken skill in English & Hindi and any other regional language in addition to this

2. Technology skills – Surfing – Google, Whatsapp, FB etc.

3. Computer operating knowledge. Good in MS Excel

4. Good English writing skill – Mandatory for E-mail and Chat team

Experience
(Specific type or amount of experience)

1. 3 – 5 years of relevant experience in voice / non-voice & from jewellery industry is preferred 

2. Customer service background (Eg. banking / e-commerce / service industry)

3. Should have handled a team(min of 5 members)

Success Behaviours
(Traits like interpersonal skills etc.)

1. Organizational compatibility

2. Organized

3. People oriented

4. Precise

5. Influencing

6. Analytical

7. Pressure Tolerance

8. Provides direction

9. Public speaking

10. Selling

11. Warmth / Empathy

12. Motivation

13. Interpersonal skills

Willingness
(Preference / Values / other requirements)

1. Ready to work in night shift

2. Ready to work in rotational week-offs (6 days in a month)

3. Extended working hours during festive and season times

4. Shift timing – 9 hours with strict adherence

Your KRA/KPI

1. Leading the team – Pre or post sales

2. Delivering 5 star experience to the customers

3. Setting high standards of work environment

4. Ensuring excellent customer service

5. Periodically evaluating team performance

6. Play a HR / Trainer role in Hiring and training the team

7. Involving in the development of team members

8. Handling difficult or irate customers

9. Communicate with the customer via calls / email and resolve all the post sale queries

10. Addressing all customer queries

11. Following up with the customers

12. Ensuring timely respond to the customers

13. Retaining the existing and new customers

14. Coordinate with inter departmental personnel

15. Working on ERP system, Magento, Ameo etc.

16. Delegate the work

Other
(Common details)

CTC –

1. Employment type – Full-time

2. Reporting to Manager, Online Sales