Customer Service Executive

4 days ago

RS Puram Coimbatore, India Inti Fashions Full time ₹ 3,00,000 - ₹ 4,50,000 per year

Roles and Responsibilities – Customer Service Executive

1. Customer Communication

  • Respond promptly to customer queries through Instagram DMs, emails, phone calls, WhatsApp, and in-store interactions.
  • Provide accurate and clear information on products, availability, sizes, and pricing.

2. Order & Service Support

  • Assist customers in placing orders and tracking deliveries.
  • Handle returns, exchanges, and refunds in a smooth and professional manner.
  • Keep customers updated on shipping status and notify them of delays if any.

3. Issue Resolution

  • Address customer complaints related to product quality, delivery, or service.
  • Coordinate with sales, production, dispatch, and accounts teams to provide timely solutions.
  • Escalate unresolved or high-priority issues to senior management.

4. Customer Relationship Management

  • Build trust through personalized service and consistent follow-ups.
  • Maintain detailed records of customer interactions, preferences, and feedback.
  • Encourage repeat purchases and strengthen customer loyalty.

5. Feedback & Improvement

  • Collect customer feedback through calls, emails, or surveys.
  • Share insights with management to improve product quality and service.
  • Suggest creative ideas to enhance the overall customer experience.

6. Reporting & Documentation

  • Maintain accurate records of customer queries, complaints, and resolutions.
  • Prepare daily/weekly reports to track customer satisfaction and service quality.

7. Internal Team Coordination

  • Collaborate with sales, dispatch, accounts, and production teams to resolve customer issues effectively.
  • Share customer feedback and insights with management for product and service improvements.

8. Social Media Engagement

  • Reply to customer comments, tags, and mentions on Instagram and other platforms.
  • Support marketing campaigns by managing customer queries during promotions and festive sales.

9. Training & Knowledge Update

  • Stay updated with new collections, fabrics, sizes, and offers to provide accurate guidance.
  • Attend training sessions to improve customer handling skills and product knowledge.

10. Additional Responsibilities

  • Assist in social media engagement by responding to comments and messages.
  • Support the marketing team during promotions, offers, and campaigns.
  • Maintain a positive, helpful, and professional attitude at all times.

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