Customer Support Executive

3 weeks ago

Noida, Uttar Pradesh, 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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