Customer Service Specialist

3 weeks ago

Mumbai, Maharashtra, India ENSEMBLE Full time

Position Name: Sales & Customer care executive - Ecommerce

Location: Work from home

Experience : 2yrs online sales

Open to work in rotating shifts

"Immediate Joiners & Local candidates apply"

Purpose :This Job is created to nurture long-term relationships with customers. The Customer Service Associate entices potential customers by answering product and service questions; suggesting information about the products on website. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Roles and Responsibilities

  • Generate sales leads, meet personal &team targets
  • Take orders, process exchanges and refunds, and answer any questions all in a prompt, courteous and efficient manner via phone, email, live chat & Social Media.
  • Establishing long term relationships with key customers, keeping in mind their preferences behaviors and purchases.
  • Help increase sales by sending product specific catalogues to select clients. Build a reputation for excellent service and generation of repeat business.
  • Provide product recommendations, assist the customer with buying online or from any of our stores.
  • Monitor on a daily basis failed or unconfirmed orders at the website.
  • Contact customers to see if there are any issues and help them complete the transaction. Work closely with customer service manager to ensure proper customer service is being delivered
  • Managing client relationships to build a reputation for excellent service and generation of repeat business.
  • Resolve online customer queries & complaints quickly and effectively.
  • Helping to increase sales by sending product specific catalogues to select clients.
  • Staying in touch with regular clients when new collections that are appropriate
  • for them come in.
  • Curating appropriate styles for clients looking for garments for occasions/specific needs from our products in the store and the website that contact customer care for help.
  • Forwarding relevant customer care and insta queries to the relevant stores for follow up and conversion.
  • Handle escalations and irate customers from the CS team by alerting L2(CR Manager) in a timely manner
  • Forward upselling and cross-selling opportunities to clients.

Requirements:

  • Preferably 1 Yrs Proven customer support experience from an MBO, experience in online retail will beneficial.
  • Any graduate
  • Excellent writing and speaking skills
  • Process Oriented & attention to detail
  • Good Numerical skills, ability to use excel & reporting skills.
  • Customer orientation and ability to adapt/respond to different types of personalities.
  • Ability to multi-task, prioritize and manage time effectively
  • Well organized, systematic & logical.

ABOUT ENSEMBLE

Ensemble encapsulates precisely what it means…a collection of beautiful garments brought together. Ensemble has been a destination store for those in the know for over 35 years. Our DNA is not only made up of great fashion moments but also of many special occasions. To us clothes are not only for an occasion, they are an integral part of our lives. What makes us unique is our passion for championing and nurturing traditional Indian craftsmanship. From bringing the sari back into fashion, to reviving fabrics and embroidery techniques; Ensemble is committed to marrying India's rich heritage of incredible workmanship with an elegant contemporary aesthetic.

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