Customer Service Executive

Key Responsibilities

Customer Support & Query Resolution

1. Handle customer queries through email, chat, social media platforms, and other support channels.
2. Respond to customer concerns in a timely, professional, and empathetic manner.
3. Investigate and resolve customer complaints while ensuring a positive customer experience.
4. Manage customer escalations and coordinate with relevant teams to ensure effective resolution.
5. Provide accurate information regarding products, orders, deliveries, returns, exchanges, and company policies.

Customer Experience Management

1. Identify customer needs and proactively provide appropriate solutions.
2. Build and maintain strong relationships with customers through transparent and engaging communication.
3. Deliver a high standard of customer satisfaction across all touchpoints.
4. Take ownership of customer issues and ensure complete closure.
5. Take the extra mile to engage customers and create memorable brand experiences.
6. Consistently look for opportunities to enhance the overall customer experience.

Refunds, Returns & Order Support

1. Manage refund, return, exchange, and cancellation requests.
2. Conduct root cause analysis (RCA) for customer complaints and recurring issues.
3. Coordinate with logistics, warehouse, finance, and retail teams to resolve operational challenges affecting customers.
4. Ensure adherence to company policies while balancing customer satisfaction.

Cross Functional Collaboration

1. Work closely with Operations, Warehouse, Retail, Marketing, Finance, and E Commerce teams to resolve customer concerns.
2. Escalate process gaps and recurring customer issues to relevant stakeholders.
3. Contribute feedback and insights gathered from customer interactions to improve products, processes, and customer experience.
4. Support business and customer challenges through effective cross functional collaboration.

Process Compliance & Reporting

1. Follow established communication guidelines, service standards, and company policies.
2. Maintain accurate records of customer interactions and resolutions.
3. Track and report customer concerns, escalations, and service trends.
4. Support continuous improvement initiatives within the Customer Success function.

Preferred Qualifications

1. 1–4 years of experience in Customer Success, Customer Service, Customer Experience, or related roles.
2. Experience in Retail, E Commerce, Fashion, Footwear, Lifestyle, or Consumer Brands preferred.
3. Familiarity with CRM systems, customer support tools, and ticket management platforms.
4. Freshers with exceptional communication skills, strong customer orientation, and a willingness to learn may also be considered.
5. Graduate in any discipline.

Reports to : Customer Service Manager