Client Experience Executive

ORNAZ is an aspirational premium diamond jewellery brand specializing in natural diamond engagement rings and fine jewellery. Known for design excellence, trust-led sales, and a high-touch customer experience, ORNAZ is also a celebrity-loved brand, trusted by modern couples for their milestone purchases.

We are looking for a Client Experience Executive to manage customer communication across emails, calls, and online channels while ensuring a seamless and reassuring experience throughout the client journey. This role combines customer support, relationship management, and soft sales follow-ups in a premium, high-value jewellery environment.

• Respond to customer emails, WhatsApp queries, and inbound calls in a timely and professional manner
• Guide customers on products, customization options, timelines, and order status
• Proactively follow up with leads, trial customers, and pending inquiries
• Coordinate with store, sales, production, and logistics teams for accurate updates
• Reassure customers during production and delivery stages to ensure a smooth experience
• Maintain clear CRM records of customer conversations and updates
• Assist in collecting customer reviews, testimonials, and referrals post delivery
• Escalate urgent concerns or complaints to the concerned team promptly

• 0–3 years of experience in customer experience, retail support, luxury sales support, or client servicing
• Excellent written and spoken English communication skills
• Warm, polite, and professional phone etiquette
• Strong follow-up discipline and attention to detail
• Comfortable using email, CRM tools, spreadsheets, and WhatsApp communication
• Prior jewellery, luxury retail, D2C brand, or hospitality experience is a plus

• Competitive salary + performance incentives
• Opportunity to work with a fast-growing aspirational premium jewellery brand
• Exposure to premium clients and milestone purchases
• Clear growth path into Senior Client Experience / Sales roles