Job description
Designation: Customer Support Executive
Location: BKC, Mumbai (Hybrid)
Shift Timing: 10 am to 7 pm (9 hours)
Working days: Monday to Saturday
Nivoda is looking for a Mumbai based, enthusiastic and customer centric Supplier Support Executive. 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 jewellery industry operates. We connect buyers and sellers of jewellery on our online platform and facilitate the most transparent, efficient and cost-effective way to sell and buy jewellery.
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 500+ 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 Fulfilment, 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 organisation’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
