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Customer Experience Associate

2 months ago

gurgaon, India Andamen Full time

CUSTOMER EXPERIENCE ASSOCIATE, ANDAMEN

We are looking for a luxury-oriented customer enthusiast who has excellent communication skills, an understanding of consumer/customer service and is willing to do what it takes to make Andamen the best-loved men’s fashion brand in India. You will be the face of Andamen for your customers/audience on various aspects from order management, relationship management, sales, style guidance, research, and surveys.

Your responsibilities:
Be the direct point of contact for customers, to ensure exceptional experience and service standards
Manage phone, email, Whatsapp, Instagram interactions to achieve defined SLAs
Manage defined processed and SLAs in our ERP
Keep all leakages – returns, exchanges, RTO’s and cancellations in the defined norms of the business
Build deep knowledge of our product portfolio and positioning to offer personalized style advice and help customers find products that fit their needs.
Generating revenue by upselling and cross-selling skills.
Work closely with cross functions to resolve any problems faced by customers
Work with the leadership team on initiatives to improve the customer experience and process standards
Conduct regular research and surveys to provide thoughtful, strategic insights regarding customer needs, to our product, marketing, and technology teams

What we’re looking for:
0-5 years of experience in a customer or consumer-facing role.
Excellent verbal and written communication skills
Passion for building an exceptional and loved brand experience
Ability to multitask and thrive in an ambiguous environment
Proficiency in Microsoft Outlook, Excel, Word

About Andamen:
A proud homegrown, bridge-to-luxury fashion brand for men who love style. Our philosophy: everlasting quality and designs, eco-conscious fibers, responsibly and lovingly made by Indians.

We launched in December 2015 and have since been featured in Economic Times, HT Mint, India Today, Indian Express, Man’s World, Rolling Stone, Verve, LBB. Visit www.andamen.com.

Work Shift
Mon- Fri (10 am to 7 pm) - WFO
Sat (10 am to 7 pm) - WFH