Customer Support Specialist

About Company:

Andaaz Fashion is a Delhi-based fashion e-commerce brand that offers a wide range of ethnic and contemporary wear to customers worldwide. It focuses on quality and customer satisfaction.

Key Responsibilities

• Handle customer interactions across multiple channels, including calls, chats, emails, leads, and social media platforms.
• Respond promptly to customer inquiries and provide accurate, valid, and complete information using the right tools and processes.
• Manage order-related queries, including order status, returns, exchanges, cancellations, and product-related information.
• Build and maintain strong relationships with customers through open, interactive, and professional communication.
• Resolve customer complaints effectively by identifying issues, providing appropriate solutions, and following up to ensure resolution.
• Maintain detailed records of customer interactions, feedback, and actions taken.
• Collaborate with internal teams (merchandising, logistics, operations) to ensure smooth order fulfillment and service delivery.
• Identify recurring issues and escalate to management for process improvements.
• Meet performance targets, including response time, resolution rate, and customer satisfaction scores.

Candidate Requirements

• Male candidates only.
• Minimum 1-2 years of experience in customer support, preferably in a BPO voice process or premium domestic process.
• Strong communication skills in English (both written and spoken)
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Familiarity with CRM systems, MS Office, and e-commerce platforms will be an advantage.
• Must be comfortable with rotational shifts and rotational weekly offs (70-day shift, 30-night shift).
• Problem-solving attitude with patience and empathy in handling customers.