Customer Support Executive

Job Title: Customer Support Executive

Location: Kolkata

Vastramay – An Ethnic Wear Brand

About Vastramay:

Vastramay is an ethnic fashion brand that blends tradition with contemporary style. With a growing presence online and offline, we aim to deliver not just outfits, but experiences rooted in Indian culture and craftsmanship. Our customers are at the heart of everything we do, and we’re looking for a passionate Customer Support Executive to join us in making every interaction memorable.

Role Overview:

The Customer Support Executive will act as the first point of contact for customers, handling queries, resolving issues, and ensuring a seamless shopping experience across platforms. The role requires empathy, patience, and problem-solving skills, while also upholding the warmth and trust that define the Vastramay brand.

Key Responsibilities:

1. Respond to customer queries via phone, email, WhatsApp, and social media in a timely and professional manner.

2. Assist customers with product details, size guidance, order tracking, returns, and exchanges.

3. Maintain a deep understanding of Vastramay’s products, fabrics, collections, and brand ethos to provide accurate assistance.

4. Coordinate with internal teams (logistics, warehouse, design, marketing) to ensure smooth resolutions.

5. Manage escalations effectively while keeping customer satisfaction at the core.

6. Maintain records of customer interactions, feedback, and concerns to help improve processes.

7. Contribute ideas to enhance customer experience and service quality.

Requirements:

1. Bachelor’s degree (preferred) or relevant experience in customer service.

2. Strong communication skills in English and Hindi (knowledge of regional languages is a plus).

3. Prior experience in customer support, preferably in fashion/retail/e-commerce.

4. Empathetic, patient, and solution-oriented mindset.

5. Ability to multitask and handle queries across multiple channels.

6. Familiarity with CRM tools and e-commerce platforms is an advantage.

What We Offer:

1. Opportunity to be part of a fast-growing ethnic fashion brand.

2. A collaborative and inclusive work environment.

3. Employee discounts on Vastramay collections.

4. Career growth opportunities within customer experience and brand communication.