Customer Care Executive

In an e-commerce fashion website, the Key Responsibility Areas (KRAs) for a Customer Care role focus on delivering exceptional service to enhance the customer experience, drive satisfaction, and support retention. Here’s a breakdown of the KRAs specific to this role:

Experience: 1-2 years

• Handle incoming customer queries via multiple channels (email, call, live chat, social media).
• Respond promptly to customer inquiries, ensuring clear, concise, and helpful communication.
• Provide information on product details (sizes, materials, etc.), shipping, returns, and order tracking.
• Manage escalations and complex complaints efficiently.
• Personalize interactions to create a positive brand experience.
• Assist customers with placing orders, making changes, and resolving order-related issues.
• Track order status and provide updates to customers.
• Facilitate communication with logistics partners to resolve delivery issues.
• Familiarity with CRM Softwares such as Zendesk, Shopify, Return Prime, and Shiprocket Panel is required
• Handle and process customer requests for returns, refunds, and exchanges efficiently.
• Ensure compliance with the company’s policies while maintaining customer satisfaction.
• Collaborate with the warehouse team to manage Goods Return.
• Engage with loyal or repeat customers by offering personalized recommendations or discounts.
• Collect feedback from customers to improve service offerings and product quality.
• Stay up-to-date with the latest fashion trends, new arrivals, and promotions on the website.
• Be knowledgeable about the brand’s products, including their specifications, to guide customers in making purchase decisions.
• Provide styling advice to customers to enhance their shopping experience.
• Maintain accurate records of customer interactions and transactions.
• Monitor and report key customer service metrics such as response time, resolution time, and customer satisfaction levels.
• Assist customers in navigating the website, using the mobile app, or troubleshooting issues with their accounts (e.g., password resets).
• Identify opportunities to upsell or cross-sell related products during customer interactions.
• Provide relevant product recommendations based on customer preferences and past purchases.
• Handle large-scale issues such as website outages, delivery delays, or product recalls with professionalism.
• Communicate updates to customers transparently, ensuring expectations are managed during crises.
• Co-ordinate with customers regarding retail events at the store.

Job Type: Full-time

Pay: ₹11,170.57 - ₹29,944.81 per month

Benefits:

• Provident Fund

Application Question(s):

• Are you familiarity with CRM Software's such as Zendesk, Shopify, Return Prime, and Ship rocket Panel is required
• Are you handle incoming customer queries via multiple channels (email, call, live chat, social media).

Work Location: In person