CRM Executive

3 days ago

Mumbai Maharashtra, India Om clothing SalwarStudio Full time

**About us**
- We are a dynamic and growing eCommerce brand specialising in women’s ethnic wear fashion.

**Job Overview**
- As a CRM/ORM executive, you will be handling all customer interactions, ensuring that each customer’s experience is seamless, informative, and positive. You will handle queries across multiple communication platforms, assist in improving our online reputation, manage customer feedback, and help drive sales by converting abandoned checkouts into orders.

**Key Responsibilities -**
- **Customer Query Resolution**:

- **Social Media Engagement**:
Actively monitor and respond to comments, messages, and inquiries on all social media platforms (Instagram, Facebook, etc.), ensuring customer satisfaction and brand presence.
- **Customer Feedback & Reviews Management**:
Collect, manage, and address customer feedback, reviews, and ratings across various platforms. Proactively encourage positive reviews while addressing negative feedback in a professional and solution-oriented manner.
- **Abandoned Checkout Recovery**:
Work with the team to reach out to customers who have abandoned their carts and offer assistance to complete the purchase, including addressing concerns, offering discounts, or providing product information.
- **Exchange and Return Support**:
Manage and assist customers with exchange and return requests, ensuring clear communication and smooth resolution of any issues, in alignment with the brand’s policies.
- **CRM Systems & Reporting**:
Maintain accurate records of customer interactions, feedback, and order statuses. Use Microsoft Excel for data tracking and reporting purposes, ensuring all customer-related information is up to date.

**Skills & Requirements**:
**Required Skills**:

- Strong communication skills in Hindi and English
- Proficiency in Microsoft Excel (for tracking data, creating reports, etc.)
- Knowledge of eCommerce platforms mainly shopify
- Prior experience in eCommerce customer support or ORM (Online Reputation Management)
- **Preferred Skills**:

- Fashion-related knowledge, specifically women’s ethnic wear

Pay: ₹15,000.00 - ₹20,000.00 per month

**Benefits**:

- Leave encashment

Schedule:

- Day shift

Supplemental Pay:

- Yearly bonus

Ability to commute/relocate:

- Mumbai Suburban, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer support: 1 year (required)

Work Location: In person

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