Customer Delight Specialist

Navera is a fast growing mid-premium brand specialising in women's occasion wear, targeting modern Indian women aged 22-40 across major urban centers. We blend traditional elegance with contemporary convenience, offering pre-draped sarees that solve the time and complexity challenges of traditional draping while maintaining cultural authenticity.

Website: https://navera.co

Instagram: https://www.instagram.com/navera.co/

Key Responsibilities:

1. Omnichannel Communication:

• Manage incoming queries viaWhatsApp, Instagram DMs, Email, and Phone.
• Maintain a response time of under 15 minutes during business hours.
• Adopt the brand's voicefriendly, helpful, Indian-context aware, and polite (no robotic scripts!).

2. The Virtual Stylist:

• Assist customers with customization and product detail queries
• Answer questions regarding fabric, wash care, and styling tips.

3. Order & Logistics Management:

• Collect any pending information for an order (customization details, incomplete address...)
• Coordinate with our courier partners (Shadowfax, Delhivery, BlueDart, etc.) to track delayed shipments.
• Proactively call/message customers to confirm COD (Cash on Delivery) orders to reduce RTO (Return to Origin).
• Handle cancellation, exchange and return requests seamlessly, ensuring the customer feels heard even if things didn't fit right.

4. Feedback Loop:

• Act as the bridge between the customer and the rest of the team. All customer feedback should be passed on.
• Collect user-generated content (reviews/photos) for social media and ads.

Additionally, being a startup up with a small team, get yourself involved in work beyond the ones listed above.

What We Are Looking For

1. Relevant Experience: Minimum 1 year experience in customer service role
2. Language Proficiency: Fluent in English. Knowledge of regional languages is a bonus.
3. Empathy: You have the patience to handle a customer whose dress didn't arrive in time for a wedding.
4. Tech Savvy: Familiarity with Google Sheets/Excel, Shopify, WhatsApp Business API tools and helpdesk software (Gorgias/Freshdesk/Zendesk) is a huge plus.
5. Fashion Interest: You enjoy fashion and understand the nuances of fit and fabric.
6. Problem Solver: You don't just say It's company policy; you look for a solution that makes the customer happy while protecting the business.

Job Details:

Location: 27th Main, HSR Layout, Bengaluru (near NIFT Bangalore Campus)

Salary: 25k per month

Start Date: Flexible/Immediate

Work Schedule: 10:30 AM to 7PM, Mon-Fri, Work from office.