Customer Service Specialist

Company Description Delhi Watch Company is an India-based brand focused on elevating the standard of affordable watches. Delhi Watch Company creates watches that work reliably, feel comfortable, and look distinctive. The team is driven by a passion for design and craftsmanship, aiming to offer customers fresh alternatives in the watch space. This is an opportunity to join a growing brand that values creativity, quality, and customer delight.

Role Description This is a full-time, on-site Customer Service Specialist role based in Gurugram. The Customer Service Specialist will respond to customer inquiries via phone, email, and chat, handling questions about orders, products, warranties, and returns. The role involves resolving issues promptly, tracking service requests, and following up to ensure customer satisfaction and a positive brand experience. The specialist will maintain accurate records in CRM systems, escalate complex cases when required, and provide feedback to internal teams to improve processes and customer experience. The position also includes supporting in-store and online customers, assisting with order processing, and representing the brand's values in every interaction.

Qualifications

• Strong customer-facing skills, including Customer Support and Customer Service, with a commitment to delivering a helpful and respectful experience.
• Experience enhancing Customer Satisfaction and Customer Experience, with a focus on building long-term customer relationships.
• Professional Phone Etiquette and clear communication skills across phone, email, and chat.
• Ability to handle multiple queries simultaneously, prioritize tasks, and resolve issues calmly and efficiently.
• Comfort working with CRM or ticketing tools and basic office software.
• Fluency in English; proficiency in Hindi or other regional languages is an advantage.
• Previous experience in retail, e-commerce, or consumer goods customer service is preferred.
• High school diploma required; a bachelor's degree in any discipline is a plus.