Job Description

In an e-commerce fashion website, the

Key Responsibility Areas (KRAs)

for a

Customer Care

role focus on delivering exceptional service to enhance the customer experience, drive satisfaction, and support retention. Here's a breakdown of the KRAs specific to this role:

Experience: 1-2 years

Handle incoming customer queries via multiple channels (email, call, live chat, social media). Respond promptly to customer inquiries, ensuring clear, concise, and helpful communication. Provide information on product details (sizes, materials, etc.), shipping, returns, and order tracking. Manage escalations and complex complaints efficiently. Personalize interactions to create a positive brand experience. Assist customers with placing orders, making changes, and resolving order-related issues. Track order status and provide updates to customers. Facilitate communication with logistics partners to resolve delivery issues. Familiarity with CRM Softwares such as Zendesk, Shopify, Return Prime, and Shiprocket Panel is required Handle and process customer requests for returns, refunds, and exchanges efficiently. Ensure compliance with the company's policies while maintaining customer satisfaction. Collaborate with the warehouse team to manage Goods Return. Engage with loyal or repeat customers by offering personalized recommendations or discounts. Collect feedback from customers to improve service offerings and product quality. Stay up-to-date with the latest fashion trends, new arrivals, and promotions on the website. Be knowledgeable about the brand's products, including their specifications, to guide customers in making purchase decisions. Provide styling advice to customers to enhance their shopping experience. Maintain accurate records of customer interactions and transactions. Monitor and report key customer service metrics such as response time, resolution time, and customer satisfaction levels. Assist customers in navigating the website, using the mobile app, or troubleshooting issues with their accounts (e.g., password resets). Identify opportunities to upsell or cross-sell related products during customer interactions. Provide relevant product recommendations based on customer preferences and past purchases. Handle large-scale issues such as website outages, delivery delays, or product recalls with professionalism. Communicate updates to customers transparently, ensuring expectations are managed during crises. Co-ordinate with customers regarding retail events at the store.
Job Type: Full-time

Pay: ₹11,170.57 - ₹29,944.81 per month

Benefits:

Provident Fund
Application Question(s):

Are you familiarity with CRM Software's such as Zendesk, Shopify, Return Prime, and Ship rocket Panel is required Are you handle incoming customer queries via multiple channels (email, call, live chat, social media).
Work Location: In person