Customer Service Executive

Customer Service Executive

Customer Service Executive

Position Overview

As a Customer Service Executive, you will act as a key connection between the brand and customers. You will handle communication, manage order follow-ups, resolve issues, and support customers throughout their journey.

Key Responsibilities

Customer Communication

• Handle inbound and outbound calls for product inquiries, order updates, and general support.
• Respond to customer queries via phone, email, and social media in a timely and professional manner.
• Maintain a polite, professional, and proactive communication style at all times.

Order Management & Logistics

• Coordinate with logistics partners to track shipments and ensure timely delivery.
• Monitor order statuses and communicate updates to customers.
• Resolve delivery issues such as delays, damages, or incorrect shipments in collaboration with logistics teams.

Customer Engagement

• Conduct post-purchase follow-up calls to gather feedback and identify improvement areas.
• Call customers with abandoned carts to encourage order completion and address concerns.
• Identify upselling and cross-selling opportunities based on customer preferences.

Documentation & Reporting

• Maintain accurate CRM records of all customer interactions, complaints, and resolutions.
• Document customer feedback and identify patterns for improvement.
• Generate reports on key customer service metrics such as call volume, resolution time, and satisfaction scores.

Problem Resolution

• Coordinate with internal teams (sales, marketing, operations) to resolve customer concerns.
• Escalate complex issues with clear documentation to ensure timely resolution.
• Follow up with customers to ensure their issues have been fully resolved.

Desired Candidate Profile

Essential Requirements

• 1–2 years of experience in customer service or tele-calling.
• Experience in e-commerce or fashion retail is preferred.
• Strong verbal communication skills in both English and Hindi.
• Ability to coordinate effectively with internal and external teams.

Skills & Competencies

• Customer-first approach with a dedication to exceeding expectations.
• Target-driven mindset with a history of meeting performance goals.
• Ability to remain calm and professional during challenging interactions.
• Strong multitasking, prioritization, and problem-solving skills.
• Proficiency in basic computer tools and CRM systems.
• Active listening and empathetic communication abilities.

Personal Attributes

• High energy and a proactive attitude.
• Team player with strong interpersonal skills.
• Detail-oriented with excellent organizational abilities.
• Adaptability to shifting priorities and business needs.

What We Offer

• Competitive fixed salary.
• Performance-based incentives.
• Opportunity to grow within a fast-paced and evolving brand.
• Supportive work culture and positive environment.
• Career advancement opportunities.
• Learning and development programs to enhance your skills.

Required Skills

Customer Service • Tele-calling • Communication • Problem-solving • Order Management • CRM • E-commerce • Sales

Qualifications

• 1–2 years of customer service experience
• Experience in e-commerce or fashion retail (preferred)
• Strong verbal communication skills in English and Hindi

Benefits & Perks

• Performance-based incentives
• Career growth opportunities
• Positive work environment
• Learning and development initiatives