Customer Service Executive

Company Description

Sarita Handa is a renowned Indian luxury home furnishings and furniture brand, celebrated for its craftsmanship, timeless design, and commitment to quality. As we scale our digital and e-commerce operations, we are looking for a capable and customer-obsessed professional to manage end-to-end customer engagement and support.

Role Summary

We are seeking a dynamic and detail-oriented Customer Service Executive – E-commerce

• Customer Interaction & Service Excellence

Serve as the primary point of contact for all customer queries via email, phone, live chat, WhatsApp, and social media platforms.

Resolve pre-sales, order-related, shipping, and post-sales service issues professionally and promptly.

Convert and close product inquiries into sales/order

Deliver a consistent and high-quality customer experience that aligns with the brand's luxury positioning.

• Lead Engagement & Conversion

Make outbound calls to potential customers who have dropped off at cart stage (abandoned carts), offering assistance and addressing concerns to drive conversion.

Follow up with leads generated through Meta (Facebook/Instagram) and Google Ads for interior styling consultations and product inquiries.

Collaborate with the marketing team to provide feedback on lead quality and response trends.

• Operational Coordination & Reporting

Maintain daily, weekly, and monthly trackers for customer queries, order issues, returns, abandoned carts, and lead follow-ups.

Ensure timely reporting of customer service metrics, issue resolution timelines, and conversion performance.

Work closely with cross-functional teams including logistics, warehouse, sales, e-commerce, and design to ensure smooth operations and resolution of customer concerns.

• Process & Quality Management

Escalate unresolved or complex issues to senior team members with relevant context and documentation.

Contribute to improving standard operating procedures (SOPs), FAQs, and support content.

Identify areas of friction in the customer journey and propose actionable improvements.

Take initiative to identify and escalate complex issues requiring special attention.

Provide feedback to improve processes, FAQs, and content for a better customer experience.

Qualifications

• Strong Interpersonal Skills
• Experience in Customer Support and Customer Service
• Ability to manage Customer Satisfaction
• Skills in Customer Service Management
• Excellent communication and problem-solving abilities
• Ability to work effectively in a team
• Previous experience in a Luxury retail environment is a plus
• Bachelor's degree in Business, Communications, or a related field