Customer Support Executive

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. 

Role Overview:

We are looking for customer-focused professionals to join our Customer Support team and handle customer queries through chat and email channels. The ideal candidate should have strong written communication skills, a problem-solving mindset, and the ability to deliver an excellent customer experience.

Key Responsibilities

• Handle customer queries and concerns through chat and email.
• Provide accurate information regarding orders, deliveries, returns, refunds, exchanges, and product-related queries.
• Resolve customer issues within defined TAT and SLA guidelines.
• Coordinate with internal teams to resolve escalations and ensure timely closure.
• Maintain high standards of customer satisfaction and service quality.
• Document customer interactions and update relevant systems.
• Follow company policies, processes, and quality standards.

Requirements:

• Experience in customer support, preferably in a chat and email process.
• Excellent written English communication and comprehension skills.
• Strong typing skills with good accuracy and attention to detail.
• Ability to multitask and handle multiple customer interactions.
• Good problem-solving skills and a customer-first attitude.
• Comfortable working in rotational shifts, if required.

Preferred Experience:

Experience in e-commerce, D2C, retail, or online customer support will be an added advantage.