Job Description

Company Description:Sarita Handa is a renowned Indian luxury home furnishings and furniture brand, celebrated for its craftsmanship, timeless design, and commitment to quality. As we scale our digital and e-commerce operations, we are looking for a capable and customer-obsessed professional to manage end-to-end customer engagement and support.Role Summary:- We are seeking a dynamic and detail-oriented Customer Service Executive - E-commerce to manage all customer-facing communications and backend coordination across multiple channels. - This role requires a proactive individual with strong communication skills, excellent organizational ability, and a proven ability to convert leads, customer queries and abandoned carts through intelligent engagement.Customer Interaction & Service Excellence- Serve as the primary point of contact for all customer queries via email, phone, live chat, WhatsApp, and social media platforms.- Resolve pre-sales, order-related, shipping, and post-sales service issues professionally and promptly.Convert and close product inquiries into sales/order- Deliver a consistent and high-quality customer experience that aligns with the brand's luxury positioning.Lead Engagement & Conversion- Make outbound calls to potential customers who have dropped off at cart stage (abandoned carts), offering assistance and addressing concerns to drive conversion.- Follow up with leads generated through Meta (Facebook/Instagram) and Google Ads for interior styling consultations and product inquiries.- Collaborate with the marketing team to provide feedback on lead quality and response trends.Operational Coordination & Reporting- Maintain daily, weekly, and monthly trackers for customer queries, order issues, returns, abandoned carts, and lead follow-ups.- Ensure timely reporting of customer service metrics, issue resolution timelines, and conversion performance.- Work closely with cross-functional teams including logistics, warehouse, sales, e-commerce, and design to ensure smooth operations and resolution of customer concerns.Process & Quality Management- Escalate unresolved or complex issues to senior team members with relevant context and documentation.- Contribute to improving standard operating procedures (SOPs), FAQs, and support content.- Identify areas of friction in the customer journey and propose actionable improvements.- Take initiative to identify and escalate complex issues requiring special attention.- Provide feedback to improve processes, FAQs, and content for a better customer experience.Qualifications:- Strong Interpersonal Skills- Experience in Customer Support and Customer Service- Ability to manage Customer Satisfaction- Skills in Customer Service Management- Excellent communication and problem-solving abilities- Ability to work effectively in a team- Previous experience in a Luxury retail environment is a plus- Bachelor's degree in Business, Communications, or a related field (ref:updazz.com)

Skills Required