Post Sales Executive
1 day ago
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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