Job Title

JOB DESCRIPTIONCustomer Interaction & Service Delivery Respond promptly and professionally to customer inquiries via phone, email, chat, and social media. Handle product-related questions with in-depth knowledge of the brand’s collections, materials, sizing, and styling advice. Provide personalized service to high-value clients and handle sensitive issues with discretion and poise. Maintain a warm, respectful tone that aligns with luxury brand communication.Order & Complaint Management Assist customers with online order placement, tracking, delivery issues, returns, and refunds. Handle escalations, complaints, or delays empathetically and resolve them within set SLAs. Proactively communicate updates to customers regarding delays, product unavailability, or shipment issues.Data Management & Reporting Maintain accurate records of interactions using CRM and ticketing tools. Create, update, and circulate daily/weekly/monthly reports using Microsoft Excel (e.g., complaints summary, TAT reports, return trends, customer satisfaction metrics). Analyze customer behaviour trends and frequently asked issues to improve service quality.Internal Coordination Liaise with the logistics, warehouse, and e-commerce teams to ensure timely resolution of operational issues. Work closely with the merchandising team to stay updated on product availability and new launches. Collaborate with the digital and social media teams to manage customer queries from social platforms.Brand Representation Uphold the brand’s image in all interactions and uphold confidentiality and sensitivity in all client communications. Maintain grooming standards and professional decorum, especially while interacting with VIP or celebrity clientele.Required Skills & Qualifications:Bachelor’s degree in any discipline; a background in fashion, retail, or communications is a plus. 1–3 years of customer service experience, preferably in the luxury fashion, retail, or e-commerce industry. Proficiency in Microsoft Excel – VLOOKUP, Pivot Tables, and report preparation. Excellent communication skills in English (verbal and written); proficiency in Hindi. Comfortable with rotational shifts, including weekends and public holidays. Familiarity with CRM and customer support tools (e.g., Chatwoot, Bitespeed, Wati, etc.). High attention to detail, problem-solving ability, and a strong sense of ownership.Nice to Have:Experience dealing with high-net-worth customers or clients in a luxury setting. Knowledge of fashion trends, styling, and luxury products. Exposure to omnichannel support environments (phone, email, chat, social).