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Job Description: 1.Always Available, Always Accurate (Digital In-stock) Ensure that product listings are live, available, and accurately reflect stock. Use proactive inventory alerts (red-flag • Goal: No out-of-stock surprises for customers. • Tools: EasyEcom, Crest, Real-time dashboards. 2.Clean, Clear & Premium Website Your website is your digital store. Keep the UI clean, mobile-optimized, and user-friendly. • Product images: High-res front/top/back view. • Descriptions: Rich, informative, and easy to scan. • Loading time: 3.Knowledge in Clicks (Content is Product Expertise) Provide in-depth product information as you would in a physical store. • Use bullet points, FAQs, how-to-use sections. • Include care instructions, specs, and benefits. • Link to videos or blogs if available. 4.Polite & Prompt Support (Your Associates Online) Customer queries should be responded to within 2–4 hours on weekdays. • Channels: WhatsApp, Email, Exotel Calls, Limechat. • Use friendly, human tone; avoid robotic replies. • Enable real-time order tracking (via Clickpost). 5.Proactive Help & Clear Communication Preempt problems. Communicate any delays, stock-outs, or changes before the customer asks. • Notify on order confirmation, dispatch, delivery attempt, and delivery. • Share photos of packed order if possible. • Auto-escalate unhappy flows (e.g., delivery failed, payment stuck). 6.Delight Through Packaging & Unboxing The first real 'touchpoint' is the product unboxing. • Use branded, eco-friendly, damage-proof packaging. • Add a small thank-you note or story card about PTAL and the product's legacy. • Ensure proper labeling (MRP, FNSKU, etc.). 7.Easy Returns & Hassle-Free Refunds Clear return policy builds trust. • Enable one-click return initiation. • Process refunds within 2–3 working days. • Always ask for feedback after a return to improve. 8.Customer Comes First (Always) Even when it's not your fault (e.g., courier issue), own the resolution. • Escalate internally for red-flag orders. • Offer apology gifts/coupons for genuine escalations. • Resolve with empathy — it's not a transaction, it's a relationship. Bonus: Post-Purchase Love Follow-up matters • Ask for product and unboxing rating (1–5 stars). • Send how-to-use guides. • Offer reorder/reminder nudges for consumables.