Customer Support Representative
Company: Pluch Designs Location: Gurugram, Haryana Department: Customer Experience Employment Type: Full time

About Pluch Designs
Pluch Designs is a premium D2C womenswear brand, known for custom-sized kurta sets, dresses, and skirt sets delivered with a 48-hour dispatch promise. We're a fast-growing online-first brand building a loyal community of customers who value quality, fit, and speed.
Role Overview
We're looking for a warm, detail-oriented Customer Support Representative to be the voice of Pluch Designs for our customers. You'll handle pre-sale queries, order support, sizing guidance, and post-purchase issues across chat, WhatsApp, email, and social media — making sure every customer feels heard and taken care of.
Key Responsibilities
Respond promptly and professionally to customer queries across WhatsApp, Instagram DMs, email, and website chat
Guide customers through sizing, fabric, and styling questions using our custom-sizing charts
Track and communicate order status, dispatch timelines, and delivery updates
Handle returns, exchanges,



and refund requests in line with company policy
Resolve complaints with empathy and urgency, escalating complex issues where needed
Maintain accurate records of customer interactions and recurring issues in our helpdesk/CRM
Proactively flag patterns (sizing complaints, delivery delays, product defects) to the operations and product teams
Support during flash sales and peak periods with higher query volumes
Collect and encourage customer reviews and feedback post-delivery
Requirements
1–3 years of experience in a customer support/service role, preferably in fashion, retail, or D2C e-commerce
Excellent written and spoken communication in English and Hindi
Comfortable working across WhatsApp Business, Instagram, email, and helpdesk tools (e.g., Freshdesk, Zendesk, or similar)
Basic familiarity with Shopify order management (or willingness to learn quickly)
Patient, empathetic, and calm under pre

📌 Customer Support Representative (Gurugram)
🏢 Pluch Designs
📍 Gurugram