Post Sales Executive

Key Responsibilities:

• Customer Support Oversight : Manage and improve post-sales support (email, chat, calls) ensuring SLAs and CSAT/NPS targets are met
• Returns & Exchange Management : Design and streamline returns and exchange workflows in line with the company policy and fashion industry expectations (e.g., fit, style changes)
• Logistics & Delivery Coordination : Liaise with internal logistics team to ensure timely delivery, track escalations and resolve last-mile issues
• Refunds and Payments : Coordinate with finance to process refunds promptly and ensure clear communication with customers
• Customer Feedback Analysis : Collect, analyze and act on customer feedback to reduce returns and improve post-sale satisfaction
• Process Optimization : identify inefficiencies in the post-sales journey and implement process or tech improvements (e.g., self-serve portals, return labels)
• Cross-functional Collaboration : Work closely with product, merchandising, tech and warehousing teams to align customer experience goals

Key Requirements:

• Bachelor’s degree; MBA or equivalent is a plus
• 4–5 years of experience in customer service, operations, pre or post-sales roles within e-commerce or fashion retail
• Strong knowledge of return/exchange policies typical in fashion retail
• Excellent communication and people management skills
• Familiarity with CRM tools (e.g., Odoo, Zendesk, Freshdesk), OMS and e-commerce platforms (e.g., Shopify, Magento)
• Data-driven mindset with strong analytical and problem-solving skills
• Passion for fashion and delivering world-class customer experiences

Preferred Skills:

• Understanding of fashion sizing, fit issues and customer psychology post-purchase
• Experience in managing omnichannel customer experiences
• Proficiency in Excel and data visualization tools for reporting

Job Types: Full-time, Permanent

Pay: ₹420,000.00 - ₹480,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Language:

• English (Required)

Work Location: In person