Associate - Customer Experience

About Us:

The Souled Store is one of India’s fastest-growing youth-focused lifestyle brands. Founded in 2013 as a homegrown Indian brand, we have become one of the largest online merchandising platforms, partnering with global licenses such as Disney, Warner Bros., WWE, IPL, and Viacom18. Our offerings extend beyond themed designs like superheroes, movies, TV shows, and cartoons, as we continue to lead the latest youth fashion and lifestyle trends. Expanding beyond apparel, we are growing across categories such as action figures, backpacks, collectibles, footwear, and kidswear.

While primarily an online brand, we have successfully ventured into offline retail with 40 stores across India and ambitious plans for further expansion.

At The Souled Store, we believe in loving what you do, working smart, and taking ownership. We have built a strong, dynamic team of like-minded individuals who think like leaders and drive growth aggressively. If you resonate with our vision and want to be part of an evolving brand, we would love to have you on board.

Position Summary:

For a young, growing organization like ours, an Associate in the Customer Experience Team, plays an important role. The associate is the first point of contact with the customer. The associate must be able to assist our customers in a swift, professional and efficient manner in line with the set company guidelines.

Responsibilities:

● Resolve customer queries via inbound/outbound phone calls, emails and social media channels.

● Could also be a part of the research callouts subunit within the team.

● Meet the predetermined daily, weekly and monthly targets.

● Identifying customer requirements/needs.

● Processing and loggings emails, calls and Social Media queries on the CRM system.

● Co-ordinating with various departments to resolve customer queries as and when required.

● Providing outstanding customer service.

● Updating customer information as required.

● Maintaining confidentiality of information.

● Performing other duties as designated as and when the need arises.

● Align individual goals with the goals of the organisation.

Requirements:

● Graduate with Minimum 1 year experience in the customer service industry.

● Ability to work long hours/additional hours as and when required

● Ability to think on one’s feet quickly.

● Ability to think on one’s feet and possess an overall calm attitude, be good at conflict resolution skills and get the tasks assigned done even on days where we experience high work volumes

● Ability to work in a fast-paced environment, team environment and meet targets under tight timeframes

● Must be comfortable working in rotational shifts and on public holidays.

Note : Our hiring team will review your application and should we find your background to be a fit for this role, we will be in touch