Key Responsibilities
- Customer Support Execution: Handle customer queries via WhatsApp, calls, email, and social media. Assist customers with order placement, product selection, and customisation. Track and manage orders, ensuring timely delivery and updates
Resolve complaints related to delays, quality issues, or incorrect deliveries. Manage order modifications, cancellations, and refund requests. Provide proactive updates to customers regarding delays or issues. Ensure a premium, polite, and brand-aligned communication tone at all times
- Team Leadership (2-3 Executives): Manage, train, and guide a team of customer support executives. Allocate and monitor daily workload across channels. Review conversations and ensure quality, tone, and accuracy—step in on escalations and sensitive customer situations. Allocation of calls to collect reviews from the customers
- Operations & Coordination: Coordinate with logistics, warehouse, and design teams for smooth execution. Ensure special customer instructions (delivery timing, notes, customisations) are followed. Act as the bridge between customers and internal teams
- Process & Performance Management: Maintain accurate records of customer interactions in CRM systems. Track key metrics (response time, resolution time, CSAT)
Identify recurring issues and improve processes/SOPs. Optimise workflows to handle high-volume periods efficiently. Create a pipeline of reviews from the customers
About Company: Shades Of Spring is redefining the flower delivery experience, making the giving and receiving of beautiful fresh flowers the joy it is meant to be. We are the original subscription online flower delivery company and now offer several new products including occasion boxes and hand-tied bouquets, in addition to our current subscription flower range. We offer next-day online flower delivery across Bangalore and will be expanding to more cities soon. All our flowers are hand-picked by our farmers all over India. These flowers are packed in specially designed boxes by floral experts to ensure they arrive in pristine condition, ready for styling into a beautiful bouquet.
