Customer Service Executive (Fashion E-Commerce)
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Job Location:
Monthly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary:
We are looking for a Customer Service Executive to deliver exceptional support for our fashion e-commerce brand. The ideal candidate will handle customer queries order management returns/exchanges and complaint resolution ensuring a seamless and delightful customer experience.
Key Responsibilities:
- Handle customer queries via calls email chat and social media
- Assist customers with order placement tracking cancellations and modifications
- Manage returns exchanges refunds and complaints efficiently
- Provide accurate information about products sizing availability and offers
- Coordinate with logistics warehouse and operations teams for issue resolution
- Maintain detailed records of customer interactions in CRM systems
- Ensure quick turnaround time (TAT) and high customer satisfaction
- Identify recurring issues and share feedback for process improvements
- Upsell or cross-sell products when appropriate
Key Requirements:
- Graduate in any discipline
- 1–4 years of experience in customer service (preferably in e-commerce or fashion retail)
- Excellent communication skills (English & Hindi mandatory)
- Strong problem-solving and conflict resolution skills
- Familiarity with CRM tools chat support systems and order management platforms
- Ability to handle high-volume queries and multitask effectively
- Customer-first attitude with a positive and empathetic approach
Preferred Skills:
- Experience in fashion/apparel or D2C e-commerce brands
- Knowledge of returns/exchange processes and logistics handling
- Basic understanding of fashion trends sizing and styling
- Experience handling social media customer queries (Instagram WhatsApp etc.)
Key Performance Indicators (KPIs):
- Customer Satisfaction Score (CSAT)
- First Response Time (FRT)
- Resolution Time (TAT)
- Query Resolution Rate
- Customer Retention / Repeat Purchase Support
Required Skills:
Customer Satisfaction Coo Cro E-commerce Logistics Discipline Customer Service Problem-solving Excel Communication Skill Retail Sap Communication Skills Conflict Resolution Trends
