Fixed monthly salary + performance-based incentives linked to sales, repeat purchases, and upselling conversions.
Role Overview
Manage customer queries across WhatsApp, email, chat, phone, and social media with timely and professional responses.
Call customers to verify COD orders, reduce RTO, and track deliveries with logistics partners.
Resolve issues related to product sizing, fit, styling, delivery timelines, returns, exchanges, cancellations, and refunds.
Maintain accurate CRM records of customer interactions, complaints, and resolutions.
Follow up post-delivery to ensure customer satisfaction, build trust, and drive repeat purchases.
Request product reviews, ratings, and user-generated content (photos/videos) to improve brand credibility.
Monitor marketplace dashboards (Amazon, Myntra, Ajio, Tata Cliq, etc.) for feedback, ratings, and customer messages, and respond promptly.
Share customer insights and recurring issues with product, warehouse, and marketing teams to improve processes and communication.
Promote ongoing offers, festive drops, and loyalty programs to increase conversions.
Identify and pitch upsell or cross-sell opportunities based on customer preferences and order history.
Track and improve customer satisfaction scores (CSAT/NPS) through proactive service.
Support operations to ensure on-time delivery, accurate dispatch, and efficient logistics coordination.
Outcome Expected:
Deliver superior customer experience, reduce delivery failures, improve brand reviews, and directly contribute to online sales growth--earning higher incentives through performance.