Customer Care Executive

This opportunity is for temporary role and the desired candidate shall be working on Contract for 6 months.

Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide consultations, as needed, to address clients' gemological inquiries that are routine but less technical in nature

• Influence production and shipping schedules when there are delays/issues
• Resolve routine problems (e.g. delays ,mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)
• Coordinate with other departments to resolve issues to ensure client satisfaction
• Handle intake window as needed
• Perform other duties as assigned by the supervisor or as per business needs
• Monitor client accounts to ensure services are completed in a timely manner
• Work directly with clients to handle queries, add/change services, arrange shipments, and provide report results, billing information and service information as necessary
• Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems
• Perform other duties as assigned by the supervisor.

Qualification:

Any Graduate may apply for this role.

Description of Success Factors:

Sound knowledge and application of MS Office (Excel, Word, PowerPoint)

Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.)

Sound knowledge of key GIA people and their roles in production functions

Proficiency in functional department Standard Operating Procedures

Proficiency in Lab production workflows

Thorough understanding of GIA policies and procedures

Ability to apply specialized knowledge of the diamond grading and/or gemology function

Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; learn to apply basic analytical thinking to clarify issues

Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence

Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner

Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters
Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients

Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas

Actively communicate with others in a timely & professional manner; maintain positive and collaborative working relationship with others and peers and reconcile difference of opinions with others and peers