Customer Care Executive

About Us

We are a trusted, 85-year-old homegrown brand that began with a strong legacy in lingerie and has now evolved into a complete family fashion destination. As we grow our presence in the e-commerce space, we are looking for individuals who are customer-focused, compassionate, and aligned with our brand values of trust, comfort, and care.

Role Overview

E-commerce Customer Care Executive

Key Responsibilities

• Manage customer interactions through

  calls, email, WhatsApp and chat

  , providing prompt and courteous support for order-related queries, size issues, returns, exchanges, and refunds
• Draft

  professional and brand-aligned email responses

   to customer concerns, maintaining a positive tone and customer-first attitude
• Coordinate with warehouse, logistics and internal teams to ensure timely resolution of returns, refunds, dispatches, and escalations
• Proactively call and confirm

  Cash on Delivery (COD)

   orders to reduce returns and build buyer trust
• Track and follow up on open customer issues and ensure closures within agreed timelines (TAT)
• Occasionally make

  courtesy or conversion calls

   to high-value customers who have shown purchase intent (e.g., abandoned carts)
• Maintain accurate records and daily logs using CRM tools or shared trackers
• Prepare and share

  daily/weekly customer support reports

   for internal review
• Uphold brand values in every interaction especially trust, empathy, discretion (for intimatewear), and professionalism
• Gather and report customer feedback for continuous improvement of products and services

Requirements

• Prior experience in

  e-commerce customer service or call centre

   support is preferred
• Freshers with excellent language skills and a strong sense of customer empathy are also encouraged to apply
• Must be proficient in

  Tamil and English

   (both written and spoken); additional language skills (like Hindi) are an advantage
• Strong command over

  email writing

   and ability to communicate with clarity and empathy
• Comfortable using basic tools like Google Sheets, Excel, email, and customer ticketing systems (Zendesk, Freshdesk, etc.)
• Quick learner with a proactive attitude and ability to multitask in a fast-paced environment
• Flexible to handle both inbound and outbound communication based on business needs

Key Traits We’re Looking For

• Empathy and patience

   – You must understand and respect customers’ concerns

• Problem-solving mindset

   – You’re someone who doesn’t just hear the problem but finds the solution

• Brand sensitivity

   – Especially in a category like lingerie, you must be respectful and discreet in communication

• Detail orientation

   – Accuracy matters, especially in return/refund processing and reporting

• Team spirit

   – You’ll work closely with multiple internal teams, so clear communication and coordination are key.