Customer Support Executive

3 weeks ago

Hyderabad, Telangana, India AMPM Full time

JOB DESCRIPTION

Customer Interaction & Service Delivery

  • Respond promptly and professionally to customer inquiries via phone, email, chat, and social media.
  • Handle product-related questions with in-depth knowledge of the brand's collections, materials, sizing, and styling advice.
  • Provide personalized service to high-value clients and handle sensitive issues with discretion and poise.
  • Maintain a warm, respectful tone that aligns with luxury brand communication.

Order & Complaint Management

  • Assist customers with online order placement, tracking, delivery issues, returns, and refunds.
  • Handle escalations, complaints, or delays empathetically and resolve them within set SLAs.
  • Proactively communicate updates to customers regarding delays, product unavailability, or shipment issues.

Data Management & Reporting

  • Maintain accurate records of interactions using CRM and ticketing tools.
  • Create, update, and circulate daily/weekly/monthly reports using Microsoft Excel (e.g., complaints summary, TAT reports, return trends, customer satisfaction metrics).
  • Analyze customer behaviour trends and frequently asked issues to improve service quality.

Internal Coordination

  • Liaise with the logistics, warehouse, and e-commerce teams to ensure timely resolution of operational issues.
  • Work closely with the merchandising team to stay updated on product availability and new launches.
  • Collaborate with the digital and social media teams to manage customer queries from social platforms.

Brand Representation

  • Uphold the brand's image in all interactions and uphold confidentiality and sensitivity in all client communications.
  • Maintain grooming standards and professional decorum, especially while interacting with VIP or celebrity clientele.

Required Skills & Qualifications:

  • Bachelor's degree in any discipline; a background in fashion, retail, or communications is a plus.
  • 1–3 years of customer service experience, preferably in the luxury fashion, retail, or e-commerce industry.
  • Proficiency in Microsoft Excel – VLOOKUP, Pivot Tables, and report preparation.
  • Excellent communication skills in English (verbal and written); proficiency in Hindi. Comfortable with rotational shifts, including weekends and public holidays.
  • Familiarity with CRM and customer support tools (e.g., Chatwoot, Bitespeed, Wati, etc.).
  • High attention to detail, problem-solving ability, and a strong sense of ownership.

Nice to Have:

  • Experience dealing with high-net-worth customers or clients in a luxury setting.
  • Knowledge of fashion trends, styling, and luxury products.
  • Exposure to omnichannel support environments (phone, email, chat, social).

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