COMPANY OVERVIEW :

Our client is a dynamic direct-to-consumer (D2C) company involved in the apparel industry, with a mission to provide individuals with customized daily wear clothing options and focusing on all natural fabrics meant to last you forever. As a Customer Service Representative, you will play a vital role in providing excellent customer service and fostering customer loyalty.

JOB SUMMARY :

We are seeking a motivated and energetic Customer Service Representative to join our team. In this role, you will be responsible for understanding customer queries and help resolve the same through both voice and non-voice process, promoting the products and ensuring customer satisfaction.

RESPONSIBILITIES :

1. Addressing the incoming queries of customers through calls, chats, emails and social media platforms.

2. Resolving complaints through interactive communication to ensure customer satisfaction.

3. Connecting with customers on calls as and when required.

4. Identifying and assessing customer's needs and promoting the products through upselling and cross-selling.

5. Helping with personalization and customization as per customer requirements.

6. Understanding why customers abandoned their carts and trying to assist them in making the conversions.

7. Staying up-to-date with product knowledge and providing accurate and complete information to the customers.

8. Maintaining accurate and detailed records of customer interactions, orders, and feedback in our CRM system.

9. Building sustainable relationships and trust with customers and ensure customer retention.

REQUIREMENTS :

1. Previous experience in customer service, preferably in both voice and non-voice process.

2. Prior experience in sales is preferred.

3. Prior experience in the clothing and apparel industry is preferred.

4. Exceptional communication skills, both verbal and written, with a persuasive and customer-focused approach.

5. Must be fluent in both English and Hindi. Fluency in any additional language will be a plus.

6. Strong interpersonal skills to build relationships and connect with customers effectively.

7. Proficiency in using CRM software.

8. Ability to multi-task and prioritize tasks effectively.

9. Detail-oriented with excellent organizational and time management skills.

10. A passion for apparel industry is a plus, as it will contribute to your ability to connect with customers and promote our products effectively.

JOB DETAILS :

Employment Type - Full-Time, Permanent

Location - Mumbai, Maharashtra, India

Work Mode - Hybrid

Shift Duration - 9 hours per day

Shift Type - Fixed

Work Timings - 10 AM to 7 PM

Work Days - 6 days a week (Sundays are working days with 1 rotational off during the week)

Note : The job description provided above is a general outline of responsibilities and qualifications and may be subject to change based on the company's requirements.

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