Customer Service Executive

Location: Malad West, Mumbai (Work from Office)
Timing: 10:00 AM – 7:30 PM (1-hour break)
Experience: 1+ Years (Mandatory)

About the Role

We are looking for a Customer Service Executive who can be the friendly and reliable voice of our women's ethnic-wear brand. The candidate will handle customer queries, order-related concerns, returns, exchanges, and delivery issues across multiple channels for both Indian and international customers.

Key Responsibilities
Handle customer queries through WhatsApp, email, Instagram, phone calls, and marketplace platforms.
Assist customers with orders, tracking, cancellations, returns, exchanges, refunds, and delivery delays.
Handle both domestic and international customer queries professionally.
Coordinate with the warehouse, courier, logistics, and internal teams to resolve customer issues.
Guide customers regarding product details, sizing, fabric, availability, care instructions, and order placement.
Manage return and exchange requests and ensure timely closure.




Follow up on pending customer complaints and ensure a positive customer experience.
Maintain accurate records of customer interactions, complaints, and resolutions.
Identify recurring customer concerns and share feedback with the relevant team.
Handle customer concerns patiently while maintaining the brand's tone and service standards.

Requirements
Minimum 2 years of experience in Customer Service/Customer Support; e-commerce or D2C experience preferred.
Solid spoken and written English with valuable Hindi communication skills.
Comfortable communicating with international customers.
Excellent communication, patience, and problem-solving skills.
Experience with WhatsApp Business, email, and MS Excel/Google Sheets.
Familiarity with Shopify, Amazon Seller Central, or other e-commerce platforms will be an advantage.
Candidates who have worked with fashion, apparel, e-commerce, or D2C brands will be preferred.

Why

📌 Customer Service Executive Malad
🏢 ks career partner
📍 Malad