Fashion Customer Support

Job Description Location: Thane, Maharashtra, India Working Hours: Monday - Saturday, 10:00 AM - 6:30 PM (No expectation of overtime; compensated with leave for rare instances) About Mazikien: At Mazikien, we're dedicated to being a leading online retailer specializing in women's clothing. We believe in fostering strong relationships with our customers and providing exceptional service at every touchpoint. We're a growing team passionate about customer satisfaction and delivering high-quality products. Role Overview: We are seeking a highly organized, customer-focused, and proactive individual to join our team as a Fashion Customer Support & Dispatch Assistant (Fresher). This hybrid role is crucial for ensuring smooth order fulfillment, providing top-tier customer support, and nurturing relationships with our loyal clientele. You will be at the heart of our customer interactions, leveraging technology while also bringing a human touch to our operations. Key Responsibilities: Order Management & Dispatch Coordination: - Manage and oversee the end-to-end order dispatch process, ensuring timely and accurate delivery. - Coordinate closely with the production/manufacturing team for very limited input on schedules, primarily focusing on dispatch readiness. - Collaborate with the PR team, influencers, and celebrities to manage and coordinate special dispatches and promotional orders. Customer Support & Bot Optimisation: - Handle advanced customer queries and issues that cannot be resolved by our AI customer support bot, providing empathetic and effective solutions. - Proactively identify recurring customer queries and recommend improvements or new flows for the AI bot to handle, enhancing automation efficiency. - Contribute to the continuous improvement of the customer support bot's performance and knowledge base. Customer Relationship Management & Sales Advocacy: - Develop and nurture strong, lasting relationships with our loyal customer base, fostering a sense of community and trust. - Act as a sales advocate, identifying opportunities to recommend products and services that align with customer needs and preferences. - Gather customer feedback to inform product development and service enhancements. Backend System Management: - Become proficient in using our backend system to accurately create new orders, process cancellations, and initiate returns/exchanges. - Maintain accurate records of all customer interactions and order modifications. Required Skills & Qualifications: - Fluent in English (written and verbal communication). - Basic proficiency in Excel or other spreadsheet software (e.g., Google Sheets). - Exceptional organizational and time management skills. - Strong interpersonal skills with a natural ability to build rapport. - Problem-solving mindset with a keen eye for detail. - Ability to work independently and as part of a collaborative team. - Proactive and adaptable to a fast-paced environment. - 0-2 years of Educational/ Internship experience in relevant field What Mazikien Offers: - A dynamic and supportive work environment. - Opportunity to play a pivotal role in customer satisfaction and operational efficiency. - Clear working hours with no expectation of overtime. - Compensation in the form of leaves for any rare instances of working beyond regular hours. - The chance to contribute to the growth and success of a vibrant brand. - Competitive Pay - The potential for growth into a role of your choosing within the company, with a clear career ladder for dedicated individuals. - Strong job security in a growing and stable online retail business.