Qureos Mentor

RED CORAL SERVICES

We are seeking an experienced Senior Customer Support Executive to manage customer interactions for our USA-based apparel business. The ideal candidate will handle inbound and outbound customer calls, resolve returns and exchange requests, and provide accurate support regarding custom apparel orders. This role requires strong communication skills, leadership ability, and a deep understanding of apparel workflows.Key Responsibilities<ul><li>Handle high-volume inbound and outbound calls from USA customers professionally</li><li>Resolve customer issues related to orders, shipping, returns, refunds, and exchanges</li><li>Manage return merchandise authorization (RMA) processes end-to-end</li><li>Provide support for customized apparel orders (logos, embroidery, screen printing, sizing, colors)</li><li>Coordinate with production, warehouse, and logistics teams to resolve order discrepancies</li><li>Ensure SLA compliance and high customer satisfaction (CSAT)</li><li>Handle escalated customer complaints and provide effective resolutions</li><li>Maintain accurate records in CRM systems (Zendesk, Freshdesk, Salesforce, etc.)</li><li>Guide and mentor junior support representatives</li><li>Identify process gaps and suggest improvements to reduce returns and complaints</li><li>Follow USA customer service standards and compliance policies</li></ul>Required Skills &amp; Qualifications<ul><li>4+ years of experience in customer support, preferably in USA apparel or e-commerce</li><li>Strong spoken and written English with a neutral or American accent preferred</li><li>Hands-on experience handling calls, emails, and live chat</li><li>Solid understanding of apparel sizing, fabrics, printing methods, and customization workflows</li><li>Expertise in returns, refunds, and exchange handling for US customers</li><li>Familiarity with US shipping carriers (UPS, FedEx, USPS)</li><li>Experience using CRM and order management systems</li><li>Strong problem-solving and conflict-resolution skills</li><li>Ability to work independently during US time zones</li></ul>Preferred Qualifications<ul><li>Experience supporting custom apparel brands, promotional products, or print-on-demand businesses</li><li>Knowledge of Shopify, WooCommerce, or Magento platforms</li><li>Previous team lead or senior-level support role</li><li>Understanding of chargebacks and dispute handling</li></ul>Key Performance Indicators (KPIs)<ul><li>First Call Resolution (FCR)</li><li>Customer Satisfaction Score (CSAT)</li><li>Average Handle Time (AHT)</li><li>Return &amp; Refund Resolution Time</li><li>Escalation Rate</li></ul>Why Join Us?<ul><li>Work with a growing USA apparel brand</li><li>Competitive salary + performance bonuses</li><li>Professional growth and leadership opportunities</li><li>Collaborative and customer-focused environment</li></ul>Job Type: Full-timePay: Rs150,000.00 - Rs250,000.00 per monthWork Location: In person

Senior Customer Service Representative

The primary duties and responsibilities of this role include:Managing and Optimizing Product Listings:&middot; Specific product descriptions, features, photos, and pertinent keywords, is a critical component of managing and optimising product listings.&middot; Conducting thorough keyword research and optimising product listings to raise organic and search visibility.&middot; Using techniques like A/B testing and optimisation of product titles, bullet points, and descriptions to increase product discoverability and boost conversion rates.Ensuring Accurate Product Information, Pricing, and Inventory:<ul><li>Ensuring that all product information, such as pricing, inventory levels, and variants, is maintained accurately and is current.</li><li>Working with cross-functional teams to make sure that product availability and appropriate pricing information are provided on the Amazon platform, such as the supply chain and pricing teams.</li></ul>Conducting Regular Product Listing Audits<ul><li>Conducting routine reviews of product listings to check for adherence to Amazon's rules and regulations.</li><li>Keeping abreast with Amazon's policies and regulations to maintain compliance and prevent any fines.</li></ul>Launching and Managing Marketing and Optimization Campaigns:<ul><li>Developing and executing marketing campaigns to promote private label products, including SEO (Search Engine Optimization), PPC (Pay-Per-Click), and other advertising initiatives.</li><li>Analyzing campaign performance data and making data-driven decisions to optimize campaigns for maximum Return on Investment (ROI).</li><li>Collaborating with the marketing team and external agencies to implement marketing strategies and drive brand awareness and product sales.</li></ul>Job Type: Full-timeWork Location: In person

Amazon PL

Join RED CORAL SERVICES and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

RED CORAL SERVICES

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Senior Customer Service Representative

Amazon PL