Customer Service Representative

6 hours ago

Noida Uttar Pradesh, India Soltee by Sulakshana Monga Full time

**Job Title**: Customer Service Representative

**Key Responsibilities**:

- **Customer Support and Assistance**:

- Provide accurate information about products, orders, shipping, returns, and exchanges.
- Assist customers with placing orders, making payments, tracking deliveries, and resolving any order-related issues.
- **Issue Resolution and Complaint Handling**:

- Handle customer complaints and concerns with empathy, professionalism, and a problem-solving attitude.
- Identify and escalate complex or unresolved issues to the appropriate department or supervisor for further assistance.
- Follow up on customer complaints to ensure complete resolution and customer satisfaction.
- **Brand Representation and Engagement**:

- Represent the brand’s values, tone, and style in all customer interactions, ensuring a consistent and positive customer experience.
- Engage with customers to build strong relationships and foster brand loyalty.
- Proactively identify opportunities to enhance the customer experience and provide feedback to management.
- **Order Management and Tracking**:

- Process customer orders, returns, and exchanges accurately and efficiently.
- Coordinate with the warehouse, logistics, and other internal teams to ensure timely order fulfillment and delivery.
- Monitor order statuses and provide customers with regular updates and support throughout their shopping journey.
- **Product Knowledge and Recommendations**:

- Maintain in-depth knowledge of the brand's products, collections, sizes, materials, and care instructions.
- Provide personalized product recommendations based on customer preferences and needs.
- Stay updated on new product launches, promotions, and brand initiatives to effectively communicate with customers.
- **Documentation and Reporting**:

- Maintain accurate and detailed records of customer interactions, issues, and resolutions in the customer service database.
- Prepare regular reports on customer service metrics, feedback, and trends to identify areas for improvement.
- Contribute to the development and improvement of customer service policies and procedures.
- **Team Collaboration and Training**:

- Collaborate with the e-commerce, marketing, and operations teams to align customer care strategies with brand goals.
- Participate in training sessions to stay updated on new products, policies, and customer service best practices.
- Share insights and feedback from customers with internal teams to enhance product offerings and customer experiences.
- **Support During Events and Campaigns**:

- Provide additional support during peak periods, sales events, product launches, and special promotions.
- Assist with any customer-facing activities, such as virtual styling sessions or in-store events.

**Qualifications**:

- High school diploma or equivalent; a bachelor’s degree in Fashion, Marketing, Communications, or a related field is a plus.
- 1-3 years of experience in customer service, preferably in the fashion, retail, or lifestyle industry.
- Strong communication skills, both verbal and written, with a professional and friendly demeanor.
- Proficiency in using customer service software, CRM systems, and e-commerce platforms.

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 3 years (preferred)
- Customer service: 2 years (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

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