Sr. Executive - Customer Support

Key Responsibilities

1. Customer Support & Engagement

• Respond promptly and professionally to customer inquiries via phone, email, WhatsApp, social media DMs, and chat.
• Assist customers with product information, styling guidance, order placement, returns, exchanges, and repairs.
• Maintain a deep understanding of both brands — Isharya (modern luxury) and Indinoor (ethnic celebration jewelry) — to provide the right tone and recommendations.
• Handle customer escalations with empathy, clarity, and solution-oriented communication.

2. Order & Service Management

• Track and update customers on order status, dispatch, delivery, and customization timelines.
• Coordinate with internal teams (warehouse, logistics, retail stores, and merchandising) to resolve customer issues smoothly.
• Manage returns, exchanges, and damage claims as per company policies.
• Ensure accurate documentation of all customer interactions in CRM systems.

3. CRM & Feedback Loop

• Update customer data, preferences, and feedback regularly to improve personalization.
• Share insights from customer interactions with marketing and merchandising teams to inform product and service improvements.
• Monitor repeat purchase patterns and identify opportunities for loyalty and relationship-building.

4. Brand Representation

• Embody the Isharya and Indinoor brand values — warm, stylish, and trustworthy — in every interaction.
• Maintain a consistent tone of voice and high level of service that reflects the brands’ premium positioning.
• Support event- or campaign-based initiatives by responding to campaign queries or influencer/customer requests.

Skills & Attributes

Essential

• Excellent written and verbal communication skills in English.
• Strong customer orientation and empathy.
• Ability to multitask and manage time effectively across multiple communication channels.
• Proficiency with CRM or helpdesk tools (e.g., Freshdesk, Zoho, or Shopify CRM).
• Detail-oriented, organized, and proactive.

Job Types: Full-time, Permanent

Pay: ₹26,515.25 - ₹39,159.56 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Work Location: In person