Customer Service Executive

Roles and Responsibilities – Customer Service Executive 1. Customer Communication Respond promptly to customer queries through Instagram DMs, emails, phone calls, WhatsApp, and in-store interactions. Provide accurate and clear information on products, availability, sizes, and pricing. 2. Order & Service Support Assist customers in placing orders and tracking deliveries. Handle returns, exchanges, and refunds in a smooth and professional manner. Keep customers updated on shipping status and notify them of delays if any. 3. Issue Resolution Address customer complaints related to product quality, delivery, or service. Coordinate with sales, production, dispatch, and accounts teams to provide timely solutions. Escalate unresolved or high-priority issues to senior management. 4. Customer Relationship Management Build trust through personalized service and consistent follow-ups. Maintain detailed records of customer interactions, preferences, and feedback. Encourage repeat purchases and strengthen customer loyalty. 5. Feedback & Improvement Collect customer feedback through calls, emails, or surveys. Share insights with management to improve product quality and service. Suggest creative ideas to enhance the overall customer experience. 6. Reporting & Documentation Maintain accurate records of customer queries, complaints, and resolutions. Prepare daily/weekly reports to track customer satisfaction and service quality. 7. Internal Team Coordination Collaborate with sales, dispatch, accounts, and production teams to resolve customer issues effectively. Share customer feedback and insights with management for product and service improvements. 8. Social Media Engagement Reply to customer comments, tags, and mentions on Instagram and other platforms. Support marketing campaigns by managing customer queries during promotions and festive sales. 9. Training & Knowledge Update Stay updated with new collections, fabrics, sizes, and offers to provide accurate guidance. Attend training sessions to improve customer handling skills and product knowledge. 10. Additional Responsibilities Assist in social media engagement by responding to comments and messages. Support the marketing team during promotions, offers, and campaigns. Maintain a positive, helpful, and professional attitude at all times.