Customer Service Representative

Angara E-Commerce Private Limited is a luxury jewelry e-commerce company serving customers globally. The Customer Service Representative role focuses on outbound sales, customer relationship building, upselling, cross-selling, lead conversion, and driving repeat purchases through consultative conversations. The role also involves CRM collaboration, performance tracking, and sharing customer feedback with internal teams.

Responsibilities:

• Conduct outbound calls to existing customers for upselling, cross-selling, and promoting loyalty programs
• Call prospective leads generated via SEM, social ads, referrals, and brand campaigns
• Develop a deep understanding of Angara’s products and personalization options to provide tailored recommendations
• Handle high-value customer conversations with professionalism and empathy
• Collaborate with CRM and marketing teams to execute outbound campaigns
• Maintain detailed records of customer interactions and outcomes in CRM tools
• Meet and exceed KPIs such as conversion rate, repeat revenue share, and AOV uplift
• Provide feedback from customer interactions to marketing, product, and operations teams

Requirements:

• 5+ years of outbound sales experience (luxury/high AOV preferred)
• Prior experience in outbound sales, inside sales, or luxury customer service
• Ability to build rapport, consult, and influence buying decisions
• Comfort with high-ticket sales conversations (average orders $1,000+)
• Proficiency in CRM systems, call tools, and reporting dashboards
• Resilience to handle rejection and persistence to follow up effectively
• Understanding of USA customer expectations and buying behavior
• GIA / IGI certification preferred