Senior Customer Service Representative

4 weeks ago

Delhi, Delhi, India Anand Prakash Full time

At Anand Prakash Design, we are a luxury lifestyle and stationery brand that has been handcrafting timeless designs since 2003. Our work culture is built on creativity, elegance, and attention to detail, which reflects in our customer experience.

Senior Customer Service Representative

We are seeking an exceptional individual with outstanding interpersonal skills, a calm and thoughtful demeanor, and a genuine appreciation for luxury to join our team as a Senior Customer Service Representative.

This role involves being the first point of contact for our discerning clientele, handling customer inquiries, feedback, and concerns across various channels, and providing timely, accurate, and personalized support. You will be responsible for guiding gifting experiences, resolving issues, and ensuring every interaction feels personal, seamless, and refined.

If you are passionate about delivering service excellence and representing a brand that values care, beauty, and authenticity, we would love to hear from you.

Responsibilities:
  • Handle customer inquiries, feedback, and concerns across phone, chat, and social media with empathy, clarity, and warmth.
  • Provide timely, accurate, and personalized support, always aiming to exceed expectations.
  • Proactively call customers to gather feedback, assist with high-value or special orders, and offer a more meaningful purchase experience.
  • Maintain deep knowledge of Anand Prakash's products and philosophy to guide customers with informed recommendations.
  • Identify opportunities to upsell or cross-sell when appropriate, enhancing the customer's gifting or purchase journey.
  • Collaborate with internal teams (design, packaging, dispatch) to ensure smooth, timely resolutions and elegant experiences.
  • Record and manage customer information and interactions in the CRM system with attention to detail and confidentiality.
  • Contribute to the creation of support resources (FAQs, help documents, customer care scripts) that reflect our unique voice and values.
  • Stay up-to-date with customer service trends and tools to improve our customer delight journey continuously.
  • Share customer insights and feedback internally to help shape product and service enhancements.
  • Be a brand ambassador in every interaction—reflecting our ethos of thoughtfulness, sophistication, and honest care.
Qualifications:
  • A minimum of 5 years' experience in a customer service or client relations role is required, with experience in luxury retail, design, hospitality, or gifting strongly preferred.
  • Exceptional communication and interpersonal skills, with a love for helping people.
  • Deep appreciation for aesthetics, craftsmanship, and the Anand Prakash brand.
  • Ability to solve problems gracefully, stay calm under pressure, and handle multiple priorities elegantly.
  • Proficiency in Microsoft Office applications and CRM platforms.
  • Highly organized, with excellent follow-up and time management skills.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunity to work with prestigious clients, institutions, and organizations.
  • A creative, inclusive, and dynamic working environment.
  • Opportunity for career growth and development.
  • Work directly with the founder, Anand Prakash.

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