Customer Support RepresentativeCompany: Pluch Designs Location: Gurugram, Haryana Department: Customer Experience Employment Type: Full-TimeAbout Pluch DesignsPluch 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 OverviewWe'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 ResponsibilitiesRespond promptly and professionally to customer queries across WhatsApp, Instagram DMs, email, and website chatGuide customers through sizing, fabric, and styling questions using our custom-sizing chartsTrack and communicate order status, dispatch timelines, and delivery updatesHandle returns, exchanges, and refund requests in line with company policyResolve complaints with empathy and urgency, escalating complex issues where neededMaintain accurate records of customer interactions and recurring issues in our helpdesk/CRMProactively flag patterns (sizing complaints, delivery delays,



product defects) to the operations and product teamsSupport during flash sales and peak periods with higher query volumesCollect and encourage customer reviews and feedback post-deliveryRequirements1–3 years of experience in a customer support/service role, preferably in fashion, retail, or D2C e-commerceExcellent written and spoken communication in English and HindiComfortable 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 pressure — especially during high-volume sale periodsStrong attention to detail and follow-through on open ticketsA genuine interest in fashion and understanding of customer needs in the ethnic/fusion wear spaceNice to HavePrior experience in a fashion or apparel D2C brandFamiliarity with sizing/fit consultations for Indian ethnic wearExperience handling social media comments/DMs alongside support ticketsWhat We OfferFixed salary + performance incentivesOpportunity to grow with a fast-scaling D2C fashion brandDirect exposure to brand, marketing, and operations teams• • A collaborative, fast-paced work setting

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