We are seeking a highly motivated Customer Sales Executive with excellent product knowledge, strong system skills, and a passion for luxury fashion. The ideal candidate will handle both retail and e-commerce customer interactions , resolve queries efficiently, recover abandoned carts through proactive outreach, and contribute to overall business growth. This role requires a blend of premium customer service, sales acumen, and technical proficiency across retail and e-commerce systems.

Key Responsibilities

Customer Service & Sales

- Deliver exceptional customer support across retail stores and e-commerce channels , ensuring a premium luxury experience.
- Provide expert product knowledge , including craftsmanship, materials, sizing, and brand heritage.
- Support customers with styling advice, product recommendations, cross-selling, and up-selling opportunities.

Query Management

- Manage and resolve customer queries regarding product details, orders, payments, returns, exchanges, and delivery concerns.
- Work closely with internal teams—logistics, warehouse, retail, CRM, and e-commerce operations—to resolve escalations promptly.
- Maintain accurate and timely documentation of interactions within system tools.

Abandoned Cart & Proactive Outreach

- Contact customers with abandoned carts through phone, email, WhatsApp, or chat to encourage purchase completion.
- Identify customer needs during outreach and offer suitable alternatives or styling options.
- Track outreach performance and conversion metrics using internal systems.

Retail & E-commerce System Support

- Demonstrate strong system knowledge , including CRM, POS, ERP, and e-commerce order management platforms.
- Manage online orders—confirmations, follow-ups, cancellations, and special requests—using system tools efficiently.
- Stay updated on inventory, promotions,



and new collections through system dashboards and internal tools.

Business Growth & Insights

- Analyze customer patterns and feedback to suggest improvements in service, merchandising, and product offerings.
- Identify opportunities to enhance customer satisfaction and drive both retail and online sales.
- Assist the team in achieving monthly and quarterly sales targets across all channels.

Delivery Success, NDR & RTO Management:

- Proactively track Non-Delivery Reports (NDRs) and coordinate with customers and logistics partners to facilitate successful deliveries.
- Follow up on delayed, unsuccessful, and reattempted deliveries to minimize Return to Origin (RTO).
- Validate delivery-related concerns, including incorrect addresses, unreachable customers, and delivery preferences.
- Maintain daily tracking of NDR resolution, delivery success rates, and RTO trends.
- Coordinate with logistics and warehouse teams to resolve recurring delivery issues and improve customer satisfaction.

Qualifications & Skills

- Proven experience in customer service or sales, ideally within luxury fashion or premium retail .
- Excellent communication skills with a refined, customer-centric approach.
- Robust system knowledge across CRM, POS, ERP, and e-commerce platforms.
- Skilled in multitasking, handling high-volume interactions, and maintaining attention to detail.
- Passion for luxury fashion, trends, styling, and brand storytelling.
- Ability to work flexible schedules during weekends, holidays, and peak retail periods.

Personal Attributes

- Warm, polished, and service-oriented demeanour.
- Proactive, organized, and adaptable with a growth mindset.
- Target-driven and committed to continuous improvement.
- Strong ownership of customer issues, with a focus on timely resolution and closure.
- Consistent in follow-ups, reporting, and meeting defined performance targets.

📌 Customer Sales Exectuive (Mumbai)
🏢 Saundh
📍 Mumbai