Customer Service Representative

Role Overview

The Customer Support Executive will be the first point of contact for our customers across channels (email, chat, WhatsApp, and calls). The role involves managing queries related to online orders, returns/exchanges, size/fit, payments, shipping, and brand information while ensuring a seamless and empathetic customer experience that reflects the premium positioning of Angel & Rocket.

Key Responsibilities

• Handle customer queries across platforms (website, WhatsApp CRM, email, phone).
• Provide order-related support: order confirmation, shipment updates, returns, cancellations, exchanges, and refunds.
• Resolve product-related queries (size, material, care, availability).
• Maintain accurate records of customer interactions in CRM tools.
• Coordinate with warehouse/logistics teams to resolve delivery or RTO (Return to Origin) issues.
• Share regular customer feedback and pain points
• Uphold the brand’s premium tone of voice and ensure polite, empathetic communication.

Required Skills & Competencies

• Communication: Strong verbal and written skills in English and Hindi (Optional).
• Customer Handling: Ability to manage irate customers calmly, provide solutions, and close queries.
• Problem-Solving: Quick thinker who can adapt solutions based on customer needs.

Qualifications & Experience

• Graduate in any discipline.
• 1–2 years of experience in customer support, preferably in e-commerce, retail, or fashion/apparel.
• Prior exposure to D2C (returns, RTO, COD/prepaid) is an advantage.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹20,000.00 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement
• Provident Fund

Work Location: Remote