Customer Support Associate – B2C E-commerce

Customer Support Associate – B2C E-commerce Company Renaissance Jewel

Location

Remote Shift EST (US Time Zone) Experience 1–4 years

Compensation

₹25000–₹35000 per month based on experience

Job Type

Full-time About Renaissance Jewel Renaissance Jewel is a fast-growing e-commerce brand specializing in fine diamond and lab-grown diamond jewelry. We serve customers primarily across the USA and Canada and are committed to delivering exceptional products and customer experiences.

About the Role

We are looking for a Customer Support Associate with experience in B2C product-based customer support preferably in e-commerce retail jewelry luxury fashion electronics or a similar industry. This is a purely customer support role with no sales targets or sales incentives.

The ideal candidate

should be comfortable handling a wide range of customer situations from product and order-related questions to delivery concerns returns and complex or frustrated customer interactions. Since Renaissance Jewel offers a wide range of products and specifications the candidate must be capable of quickly learning detailed product information and applying it accurately while assisting customers.

Key Responsibilities

Handle customer interactions through voice calls live chat email and other support channels. Assist customers with product order payment shipping delivery return exchange and post-purchase queries. Build strong knowledge of the company's products categories specifications and processes. Handle difficult or frustrated customers professionally through active listening empathy and effective problem-solving. Coordinate with internal teams such as Sales Operations Manufacturing Production and

Logistics

to resolve customer concerns. Manage back-to-back calls and chats while maintaining interaction quality and documenting customer interactions accurately and in real time in internal tools. Follow up with customers and maintain ownership of customer concerns until appropriate resolution or escalation. Maintain accurate records and follow company processes communication standards and customer support guidelines. Manage multiple tasks efficiently and remain calm and accurate in a fast-paced environment.

What We Are Looking For

1–4 years of experience in B2C customer support preferably in a product-based company. Experience in e-commerce retail jewelry luxury fashion electronics D2C or a similar product-based industry. Experience handling product-related queries orders payments shipping delivery returns exchanges and post-purchase concerns. Experience handling international customers preferably from the USA Canada or other international markets. Excellent verbal and written communication skills. Strong ability to understand and learn detailed product information. Ability to handle frustrated customers and difficult situations professionally. Strong problem-solving skills and the ability to remain calm under pressure. Ability to multitask effectively while managing calls chats follow-ups and real-time documentation without compromising customer experience or accuracy. Proactive adaptable detail-oriented and willing to take ownership of customer concerns. Important Experience Requirement This role is best suited for candidates with direct B2C customer support experience in a product-based business. Candidates with experience primarily limited to generic service-based customer support scripted call center processes or repetitive process-based support without direct product and customer ownership may not be suitable for this role. Growth Opportunities This role is focused entirely on customer support and does not include sales targets or sales incentives. High-performing employees may have opportunities to grow into more advanced customer support roles or explore other career opportunities within the organization based on performance interest and business requirements. Pay ₹25000.00 - ₹35000.00 per month Application Question(s) How many years of experience do you have in B2C customer support? What type of product-based company have you worked for and what products did you support? Have you worked in e-commerce retail jewelry luxury fashion electronics or another product-based industry? Which customer support channels have you handled? (Voice calls live chat email social media ticketing systems etc.) Have you handled US-based or other international customers? Please briefly describe a difficult or frustrated customer situation you handled and how you resolved it. Are you comfortable handling back-to-back calls and chats while documenting interactions in real time? Are you comfortable working full-time in the EST (US) shift? What is your current CTC? What is your expected CTC? What is your current notice period? Do you have a reliable laptop/desktop and stable internet connection for remote work?

Work Location

Remote