Customer Experience Manager

Angara E-Commerce Private Limited is a luxury jewelry e-commerce company founded in the year 2007. It is a subsidiary of the American company, Angara Inc., which is headquartered in Los Angeles, California. Over the last few years, Angara has grown exponentially, establishing itself as a global leader in handcrafted colored gemstone as well as diamond jewelry. Our luxury jewelry is shipped to more than 65 countries worldwide, and has a presence in the United States of America, Bangkok, Australia, Canada, and the United Kingdom. In India, our offices are located in Jaipur and Noida.

Angara was ranked the No.1 Online Jeweler in the US in 2020 by the leading American magazine, Newsweek. We were also recognized by Newsweek as 5 Year Champion on being voted among the best online jewelers in its list of “Best Online Shops” for five years in a row. That’s not all. Our ground-breaking innovation, ‘Create with Angara,’ earned us the Business Intelligence Group’s 2024 BIG Innovation Award as well as the #10 spot in Retail on Fast Company’s Most Innovative Companies 2024 list. In addition to this, we secured the prestigious Bizrate Insights Circle of Excellence Award for two consecutive years as well as the Business Intelligence Excellence in Customer Service Award 2023. Better Business Bureau has rated Angara A+ for excellence in service and our Trust Pilot rating stands at 4.5 out of 5.

Job Description :

1. Be customer-obsessed and build trust through your conversations

2. Champion opportunities to consistently improve the Angara experience

3. Drive customer retention, reduce churn, and increase customer satisfaction

4. Offer product options, alternatives, customizations to achieve sales goals

5. Build customer loyalty for all present and future purchases

6. Be the voice of the customer and share solutions that will improve our experience

7. Test new strategies and drive customer value

8. Be a team player and collaborate with support teams to address customer calls outs

9. Innovate on the customer's behalf to improve our products & services

Qualifications :

• 8+ Years of overall customer support & sales experience, expert in written & spoken English
• 5+ years of experience in retail & online jewelry brands, luxury / auto brands & international banking / financial HNI
• Exceptionally strong customer handling and problem resolution skills, focus on quality & customer experience
• Ability to work independently & as a team, self-motivated, and demonstrate flexibility in approaching responsibilities and change
• Goal-driven, target orientated, able to step back and look at the customer issues objectively and initiate solutions improve experience & processes
• Professional demeanor and collaboration with all internal teams and colleagues
• Jewelry education / certification will be preferred