Customer Service Specialist

Customer relationship & Operations Manager

1. Customer Communication & Sales Conversion

Speak with customers via phone to assist with product queries, styling guidance, and order support

Proactively follow up on inquiries and abandoned carts to convert leads into sales

Build strong relationships with repeat and high-value customers

2. Issue Resolution & Support

Address customer concerns, complaints, and post-purchase queries efficiently

Coordinate with internal teams (dispatch, production, design) to resolve issues

Ensure timely resolution and maintain high customer satisfaction

3. Email & Online Support

Respond to customer emails and website queries professionally and promptly

Manage WhatsApp, Instagram DMs, and other communication channels if required

Maintain accurate records of customer interactions

5. 4. E-Commerce & In-Store Coordination

Handle customer interactions for both online and in-store buyers

Assist store walk-ins with product information and styling recommendations

Ensure seamless coordination between store inventory and online orders

5. Stockist Communication

Communicate regularly with stockists and retail partners

Coordinate stock updates, order confirmations, and dispatch timelines

Maintain strong B2B relationships and ensure smooth supply management

Requirements

12 years of experience in customer service / CRM / retail sales (luxury, fashion, jewellery preferred)

Strong verbal communication skills (Hindi + English required)

Confident in handling customer calls and closing sales

Professional email writing skills

Organized, proactive, and solution-oriented

Comfortable using e-commerce backend (Shopify preferred), Excel, and CRM tools