Customer Support Associate

Designation: Customer Support Associate

Location: BKC, Mumbai (Hybrid)

Shift Timing: 10 am to 7 pm (9 hours)

Nivoda is looking for a Mumbai based, enthusiastic and customer centric Customer Support Associate. You will be responsible for ensuring that Nivoda’s customer support remains best in class by clearly and effectively responding to customer requests in a timely manner through our care channels (phone, email, live chat, etc).

Do you have the experience, drive, energy, and passion for delivering world-class customer service? We want to meet you!

About Nivoda

Nivoda is an extremely fast-growing B2B marketplace changing how the global jewelry industry operates. We connect buyers and sellers of jewelry on our online platform and facilitate the most transparent, efficient and cost-effective way to sell and buy jewelry.

Nivoda has a rapidly growing workforce expanding into new countries with a dynamic, supportive and collaborative culture.

The company's sales have grown over 250% in the last 12 months, and the team has grown from 30 to 400+ internationally. We are a global team of big thinkers, risk takers and hard workers.

What you'll do:

• Ensure customer care channels, including email inbox, live chat and phone calls, are monitored, and responses are quick, friendly, professional and helpful
• Take care of all Global Suppliers who are already listing their stock on Nivoda
• Supporting suppliers by providing quick, honest advice and confident and clear responses
• Supporting global operations team by getting quick answers from the suppliers by following up with them
• Confidently answer any questions asked about Nivoda, and its offering, and who best to redirect an enquiry to
• Continuously contribute ideas on how Nivoda’s service, process and systems can be improved
• Welcome new enquiries to Nivoda, inform them of our processes, policies, brand, background.
• Develop an in-depth knowledge of our products & the brand and convey this with pride & enthusiasm to customers
• Build a strong internal network in order to efficiently communicate and coordinate with other functions, such as Fulfillment, Sales, Operations, Tech, Finance and Product
• Keep Suppliers well informed of changes to their orders, deliveries, returns
• Completing tasks at a quick pace with effective management
• Record issues and work with other teams to improve customer experience
  
  

What you'll need:

• Mumbai based, fluent English speaker
• Excellent & courteous written and verbal communication
• Experience in a customer service and facing role and willingness to learn
• Knowledge of diamonds preferable but not required
• Responsible and reliable
• Excellent people skills and compassion
• A team player and can collaborate with wider teams
• Passionate about great customer service
• Ability to manage time effectively.
• Comfortable to work in rotational shifts.
  
  

What you'll get:

• Ability to join an exciting and truly global team.
• A vital role and pivotal to the organization's success.
• A dynamic work environment in a fast-paced and growing company.
• Ability to join and contribute to a company during an exciting exponential growth and expansion phase.
• Generous holiday entitlement
• Unlimited Leave policy