Customer Service Representative

Diamonds International is seeking a Customer Service Representative to support customers and deliver a high-quality service experience. The role involves handling high call volumes, identifying sales opportunities, resolving customer issues, maintaining customer records in Salesforce, and meeting customer service performance targets.

Responsibilities:

• Be confident and comfortable communicating over the phone and handling a high volume of phone calls daily
• Generate sales leads and identify sales opportunities during the customer service process
• Identify and assess customers’ needs to achieve high-level customer experience/satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools including email and phone
• Meet personal/customer service team KPI targets
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep excellent records of customer interactions, process customer accounts, and file documents via Salesforce
• Take the extra mile to engage customers and lead with empathy

Requirements:

• Proven customer support experience or experience as a Client Service Representative
• Passion for helping people
• Strong phone contact handling and active listening skills
• Familiarity with CRM systems and best practices
• Customer orientation and ability to adapt/respond to different types of situations on the
• strategically agile
• Independent thinker
• Excellent communication skills
• Ability to multi-task, prioritize, and manage time effectively
• Fluent in English, both written and oral
• Experience in luxury goods and/or jewelry