Customer Experience Specialist

About the Company

We are a UK-based online diamond jewellery brand — www.Abelini.Com — specialising in diamond rings, earrings, and pendants. While our business is focused on the UK market, all operations are efficiently managed from our office in India.

About the Role

We are now looking to hire a Customer Support Executive who will work in a hybrid model (partial in-office, partial remote) and take ownership of customer communication with genuine care and professionalism. Let us explain this clearly — we are not looking for someone with a typical call center approach. Our product is luxury, and our customers expect attention, warmth, and clarity — not robotic, lifeless responses. This isn’t about answering the highest number of calls. It’s about building trust and delivering a meaningful, thoughtful customer experience. We need someone who understands the importance of connection and quality service over quantity.

Responsibilities

• Handle customer inquiries via email, phone, and live chat with patience and care.
• Assist with product queries, provide order updates, and offer reliable post-sales support.
• Communicate confidently and empathetically with UK-based customers, ensuring a polished and professional experience.
• Resolve concerns, manage returns and exchanges, and maintain high customer satisfaction.
• Coordinate with internal teams (order processing, accounts, IT) to ensure timely resolutions.
• Maintain proper records of customer interactions and follow-ups for pending issues.

Qualifications

Required Skills

Experience with luxury or product-based customer support and a genuine care for delivering a great experience — not just answering calls.

Pay range and compensation package

Competitive salary aligned with your experience and skills.

Equal Opportunity Statement

We are committed to diversity and inclusivity.

Why Join Us?