Key responsibilitiesCustomer calls

- Answer incoming customer calls and return missed calls the same working day.
- Help customers with product details, sizing, fabric, stock availability, order status and delivery timelines.
- Make outbound calls to confirm COD orders, follow up on undelivered or returned-to-origin (RTO) shipments, and reach customers about delays.

WhatsApp and Instagram

- Reply to WhatsApp messages, Instagram DMs and comment queries within the agreed response time.
- Share product photos, size charts, links and order updates in AINA's brand tone: warm, polite and transparent.
- Guide interested customers to purchase, and flag sales leads or bulk enquiries to the team.
- Escalate negative comments, complaints or influencer and collaboration messages to the Customer Care Lead.

Returns, exchanges and refunds

- Register return and exchange requests and check them against AINA's return policy.




- Arrange reverse pickups with the courier partner and track them until they reach the warehouse.
- Coordinate with the warehouse/QC team to inspect returned products and record the outcome.
- Process exchanges and refunds (including store credit and COD refunds) on Shopify and Amazon, and keep the customer updated at each step.

Complaints and escalations

- Resolve complaints about damage, wrong items, size issues, delays and quality, owning each case until it closes.
- Escalate cases outside your authority with full details, and follow up until resolved.

Records and feedback

- Report recurring issues (sizing, defects, courier problems, website confusion) to the Customer Care Lead every week.
- Collect customer feedback and reviews, and share useful insights with the product and marketing teams.

📌 Customer Relations Executive (Kannur)
🏢 Aina Retail Private
📍 Kannur