Associate- Customer Experience

1 month ago

Mumbai, India The Souled Store Full time

What do we do?


At The Souled Store, our mission is to redefine casual wear and youth fashion for millions of customers worldwide. Established in 2013, we’ve evolved from a passion project into a leading brand, renowned for our unique designs and merchandise that inspire conversations and spark joy. By offering a diverse range of themed apparel, we aim to create a community of fashion-forward individuals who express themselves authentically. But it’s not just about the apparel; it’s about the experiences we provide. We strive to deliver exceptional service and satisfaction with every interaction, whether it’s answering a customer’s question, resolving an issue, or simply bringing a smile to their face. That’s why we’re seeking passionate individuals like you who share our vision and commitment to making a difference.

As a member of our team, you’ll play a crucial role in bringing our brand to life, fostering meaningful connections with our customers, and contributing to a community that celebrates individuality and creativity. Together, we’ll continue to push boundaries, inspire change, and shape the future of fashion. If you’re ready to join us on this journey and make a real impact, we’d love to have you on board.


Position Overview:


As a Customer Experience Associate at The Souled Store, you will play a pivotal role in delivering exceptional customer service and satisfaction to our diverse clientele of fashion enthusiasts. You will be the primary point of contact for customers, ensuring seamless interactions across various communication channels including calls, emails, chats, and social media. Your responsibilities will include assisting customers with orders, tracking shipments, processing returns, and resolving any issues or concerns they may have. With a strong emphasis on clear communication, problem-solving, attention to detail, you will collaborate closely with internal teams to enhance overall customer satisfaction and loyalty. This role offers a dynamic and fast-paced environment where you will have the opportunity to make a meaningful impact and contribute to the success of our brand.


Roles and Responsibilities:

• Deliver exceptional customer experiences across calls, emails, chats, and social media, promptly

addressing inquiries and feedback

• Assist customers with orders, tracking, returns, and issue resolution across channels, prioritizing

swift solutions

• Efficiently resolve complaints and identify upsell opportunities tailored to customer needs

• Communicate clearly, collaborating with teams to enhance overall customer satisfaction

• Maintain meticulous records and stay updated on product knowledge and policies to ensure

consistency

• Adhere strictly to company policies, including privacy and security guidelines, in all interactions

• Continuously strive to improve and innovate customer experiences across all touchpoints


Requirements:


• Graduate or equivalent; additional education or training in customer service is a plus

• Proven experience of 2+ years in a customer-facing role, preferably in a retail or e-commerce environment

• Excellent communication skills, both verbal and written, with the ability to articulate information clearly and professionally

• Strong problem-solving skills and the ability to remain calm and composed under pressure

• Proficiency in using computers and customer relationship management (CRM) software

• Ability to work effectively in a fast-paced, team-oriented environment

• Flexibility to work varying shifts, including evenings, weekends, and holidays, as needed

• Demonstrated empathy and a genuine desire to help customers resolve their issues and enhance

their overall experience

• Attention to detail and accuracy in record-keeping and data entry

• Commitment to upholding company policies and procedures, including privacy and security guidelines


Other Details:

• Work Type: Hybrid till 30th Jun’24 (Work from Office 3 days Tue, Wed & Thu). We will review the

Hybrid Policy effective 1st July’24.

• Work week – 5 days with 2 offs with a standard 9 hour shift



Note : Our hiring team will review your application and should we find your background to be a fit for this role, we will be in touch. If you don't get a response from our team within seven days, please know that your profile may not be a match for our current requirements. However, we appreciate your interest and encourage you to explore future opportunities with us :)



Note : Our hiring team will review your application and should we find your background to be a fit for this role, we will be in touch . If you don't get a response from our team within seven days, please know that your profile may not be a match for our current requirements. However, we appreciate your interest and encourage you to explore future opportunities with us :)

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