Customer Service Representative

Customer Success & E-Commerce Executive
Compensation: 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.

Job Types: Full-time, Part-time, Fresher, Internship
Contract length: 3 months

Pay: ₹10,914.51 - ₹35,135.85 per month

Expected hours: 30 per week

Work Location: In person