Company Description:
AMPM is about an effortless sort of luxury, one that doesn't inhibit, restrict but enables to go on about life as well as move the world a little with a sense of quiet confidence.
Over the past two decades we have become a group of passionate folks who are working on a vision of creating a global luxury lifestyle brand out of India.
Job Description:
Customer 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.
- 13 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).
Please email your CV and portfolio at [Confidential Information]
