Customer Support Associate

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