Post Sales Executive

2 days ago


Andheri, Maharashtra, India Aashni + Co Full time ₹ 4,20,000 - ₹ 4,80,000 per year

Key Responsibilities:

  • Customer Support Oversight : Manage and improve post-sales support (email, chat, calls) ensuring SLAs and CSAT/NPS targets are met
  • Returns & Exchange Management : Design and streamline returns and exchange workflows in line with the company policy and fashion industry expectations (e.g., fit, style changes)
  • Logistics & Delivery Coordination : Liaise with internal logistics team to ensure timely delivery, track escalations and resolve last-mile issues
  • Refunds and Payments : Coordinate with finance to process refunds promptly and ensure clear communication with customers
  • Customer Feedback Analysis : Collect, analyze and act on customer feedback to reduce returns and improve post-sale satisfaction
  • Process Optimization : identify inefficiencies in the post-sales journey and implement process or tech improvements (e.g., self-serve portals, return labels)
  • Cross-functional Collaboration : Work closely with product, merchandising, tech and warehousing teams to align customer experience goals

Key Requirements:

  • Bachelor's degree; MBA or equivalent is a plus
  • 4–5 years of experience in customer service, operations, pre or post-sales roles within e-commerce or fashion retail
  • Strong knowledge of return/exchange policies typical in fashion retail
  • Excellent communication and people management skills
  • Familiarity with CRM tools (e.g., Odoo, Zendesk, Freshdesk), OMS and e-commerce platforms (e.g., Shopify, Magento)
  • Data-driven mindset with strong analytical and problem-solving skills
  • Passion for fashion and delivering world-class customer experiences

Preferred Skills:

  • Understanding of fashion sizing, fit issues and customer psychology post-purchase
  • Experience in managing omnichannel customer experiences
  • Proficiency in Excel and data visualization tools for reporting

Job Types: Full-time, Permanent

Pay: ₹420, ₹480,000.00 per year

Benefits:

  • Health insurance
  • Provident Fund

Language:

  • English (Required)

Work Location: In person


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