Customer Support Associate

Job highlights

• Laptop, ESI (ESIC)Job DescriptionAbout GIVA :GIVA is one of India's leading direct-to-consumer fine jewellery brands, specializing in 925 silver jewellery, gold jewellery, and lab-grown diamonds. Founded in 2019 and headquartered in Bengaluru, GIVA was built with a vision to make authentic, elegant, and accessible jewellery available to modern Indian consumers.With a strong omnichannel presence, GIVA has grown from an online-first startup into a national retail brand with 350+ stores across India, 10 Million+ App downloads and 98% pincode coverage nationwide. The company blends craftsmanship, technology, and design innovation to create contemporary jewellery for everyday wear and gifting.About the Role:We are looking for a Customer Support Associate who is confident in handling customers over calls, managing escalations, and ensuring timely resolution of customer concerns.The ideal candidate should have strong verbal communication skills, a customer-first approach, and experience in ou

About GIVA : GIVA is one of India's leading direct-to-consumer fine jewellery brands, specializing in 925 silver jewellery, gold jewellery, and lab-grown diamonds. Founded in 2019 and headquartered in Bengaluru, GIVA was built with a vision to make authentic, elegant, and accessible jewellery available to modern Indian consumers. With a strong omnichannel presence, GIVA has grown from an online-first startup into a national retail brand with 350+ stores across India, 10 Million+ App downloads and 98% pincode coverage nationwide. The company blends craftsmanship, technology, and design innovation to create contemporary jewellery for everyday wear and gifting. About the Role: We are looking for a Customer Support Associate who is confident in handling customers over calls, managing escalations, and ensuring timely resolution of customer concerns. The ideal candidate should have strong verbal communication skills , a customer-first approach, and experience in outbound calling and escalation handling . Key Responsibilities Handle outbound calls to customers for issue resolution, follow-ups, feedback, and service-related communication. Manage and resolve customer escalations with a high sense of ownership. Understand customer concerns, identify the root cause, and coordinate with relevant internal teams for resolution. Follow up proactively with customers until the issue is completely resolved. Maintain accurate records of customer interactions, complaints, and resolutions in the CRM/ticketing system. Ensure adherence to defined TAT, quality, and customer experience metrics . Coordinate with internal stakeholders such as Retail, Operations, Logistics, Warehouse, Finance, and other teams to resolve customer issues. Identify recurring customer issues and highlight trends or process gaps to the team. Handle difficult or sensitive customer conversations professionally and calmly. Ensure a positive customer experience across every interaction. Must-Have Skills Excellent verbal and written communication skills mandatory. Prior experience in outbound calling / customer calling . Experience in customer escalation handling . Strong customer-handling and problem-solving skills. Ability to communicate confidently with customers and internal stakeholders. Good follow-up and coordination skills. Comfortable working with CRM, ticketing systems, and basic MS Excel/Google Sheets. Ability to work in a fast-paced, target-driven environment. Good to Have Experience handling high-value or sensitive customer escalations . Understanding of CSAT, NPS, FCR, TAT , and other customer support metrics. Experience working with CRM/helpdesk tools. Key Competencies: Customer Centricity Communication Skills Escalation Management Problem Solving Ownership & Accountability Stakeholder Management Active Listening Follow-up & Execution Patience and Empathy