Key Responsibilities:

1. Order Processing & General Customer Inquiries

* Process and verify customer orders to ensure accuracy and timely fulfillment.
* Address inquiries related to orders not received, including investigating
delivery delays or missing items.
* Handle issues regarding returns that have not been credited, including
coordinating with relevant teams to ensure timely resolution.
* Resolve general customer inquiries regarding product availability, pricing,
and order status.
* Communicate with logistics and warehouse teams to ensure smooth processing of
orders and deliveries.

2. Store Queries (Next Stores)

* Address queries from Next stores regarding deliveries of customer parcels,
ensuring timely and accurate dispatch of items.
* Assist stores with stock checks to confirm inventory levels and resolve
discrepancies between online stock and in-store stock.
* Liaise with relevant teams to facilitate product availability and deliveries
to stores.

3. International Customer Support (Multilingual)





* Handle inquiries from international customers regarding orders not received,
tracking information, and returns.
* Provide order tracking information and resolve issues with international
deliveries, including liaising with couriers and customs services.
* Manage return processes for international customers, ensuring they receive
timely updates and solutions.
* Provide support in multiple languages (English, German, Mandarin, and Arabic)
to address diverse customer needs.
* Ensure that international customers receive exceptional service and all
queries are resolved in a timely manner.

4. Administrative Tasks

* Adjust and update customer accounts as necessary, including resolving billing
issues, updating contact details, and processing refunds.
* Assist in sending mass customer communications, such as promotional emails,
order updates, and return instructions.
* Maintain accurate and up-to-date records of customer interactions in the CRM
system.
* Collaborate

📌 Executive (Pune)
🏢 EXL
📍 Pune