Customer Service Specialist

Role Overview

As a Customer Support Executive at Luxury Personified LLP, you will be the primary point of contact for our esteemed clientele, ensuring an exceptional customer experience through voice, chat, and email support.

• Voice Support (Outbound Calls): Handle customer inquiries professionally, conduct service follow-ups, schedule appointments, and provide personalized support to High Net Worth (HNI) and Super HNI clients. Resolve escalations and complaints with empathy and a solution-focused approach, maintaining the brand's premium image.
• Chat Support (Real-time Assistance): Respond promptly to live chat inquiries, assist with product information, and troubleshoot issues, ensuring a seamless digital customer journey.
• Email Support (Written Communication & Resolution): Craft clear, professional, and grammatically sound responses to customer emails, resolving product, service, and order-related concerns.

This role is an ideal starting point for individuals aiming for careers in customer service, client management, and luxury retail support.

Key Responsibilities

Voice Process (Outbound Calls)

• Serve as the first point of contact for customers, addressing queries with professionalism and empathy.
• Make outbound calls for service follow-ups and appointment scheduling.
• Deliver personalized support to HNI and Super HNI clients, following approved scripts.
• Effectively handle escalations, resolve complaints, and ensure customer satisfaction through calm, solution-focused conversations.
• Demonstrate telephone etiquette, active listening, and patience while managing both routine and complex issues.
• Maintain a polite, professional, and confident tone aligned with the brand’s premium positioning.
• Accurately log call details and customer interactions in the system for record-keeping and future reference.
• Follow SOPs diligently and consistently.
• Ensure 100% of calls in queue are addressed within 1 day.
• Ensure 100% of assigned tasks are actioned within 1 day.

Chat Process

• Respond promptly to customer queries on live chat platforms.
• Assist customers with product information and troubleshooting.
• Manage multiple chat conversations simultaneously with accuracy and deftness.
• Ensure a smooth and engaging digital experience for customers.

Email Support

• Draft professional, clear, and grammatically correct responses to customer emails.
• Resolve product-related, service-related, and order-related concerns in writing.
• Maintain accurate records of interactions for audit and reference.
• Follow defined SOPs while ensuring personalized communication.

What We Are Looking For (Eligibility & Skills)

• Education: Fresh graduates or final-year students from any discipline (B.A., B.Com, BBA, B.Sc., B.Tech, etc.).
• Experience: 0–3 years (Freshers are welcome).
• Communication Skills: Excellent verbal and written English; Hindi proficiency is an added advantage.
• Soft Skills: Active listening, patience, empathy, and problem-solving abilities.
• Tech Skills: Basic knowledge of MS Office, email drafting, and comfort with digital tools.
• Ability to work in a team-oriented, target-driven collaborative environment.
• Flexibility to work in shifts (if required, depending on business needs).

Why Join Us?

• Opportunity to represent global luxury & premium brands and interact with HNI customers.
• Structured training program for freshers to build communication and customer service skills.
• Career growth opportunities across sales, marketing, and client servicing functions.
• Dynamic and youthful workplace culture.