Senior Customer Support Executive (Retail)

Company's summary

• The company is a Mumbai-based fashion jewelry brand known for trendy, Bollywood-inspired designs offered through an online store and subscription boxes. With a focus on affordability, style, and quality, the company has built a loyal customer base across India.

Role Overview

• We are seeking a Senior Customer Support Executive to lead and manage customer interactions, ensure smooth resolution of escalations, and support the customer service team in delivering excellent experiences. This role requires strong communication, leadership, and problem-solving skills.

Key Responsibilities

• Handle complex customer queries, escalations, and VIP clients with professionalism.
• Guide and mentor junior customer support executives to improve service quality.
• Monitor team performance and ensure timely resolution of queries across email, phone, WhatsApp, and social media.
• Coordinate with logistics partners and internal departments to resolve delivery and order issues efficiently.
• Prepare weekly/monthly reports on customer issues, trends, and satisfaction levels.
• Maintain SOPs (Standard Operating Procedures) for handling queries and ensure compliance.
• Provide feedback to management on recurring customer concerns and suggest improvements.
• Support subscription customers (renewals, cancellations, and personalized requests).

Requirements

• Graduate in any discipline (preferred: Business, Commerce, or related field).
• 2–4 years of experience in customer support, preferably in e-commerce or fashion.
• Strong communication skills in English and Hindi; Marathi proficiency is a plus.
• Experience in handling escalations and mentoring a small team.
• Proficiency in MS Office, CRM tools, and online support platforms.
• Problem-solving mindset with the ability to work under pressure.

Salary & Benefits

• Competitive salary based on experience.
• Opportunity to work closely with management in a fast-growing brand.
• Career growth opportunities within customer service and operations.

Job Type: Full-time

Pay: ₹45,000.00 - ₹50,000.00 per month

Benefits:

• Flexible schedule

Experience:

• Customer support: 4 years (Required)

Work Location: In person

Speak with the employer
+91 9004019894