Key Responsibilities

Inbound Query Resolution: Handle customer inquiries via phone, email, live chat, or messaging channels to resolve complaints and answer product questions promptly.

Account & Order Management: Process incoming orders, profile updates, returns, replacements, and refund requests in accordance with company policy.

Issue Escalation & Tracking: Log, categorize, and track customer issues within CRM software, escalating complex technical or operational problems to specialized teams.

Product Knowledge Advocacy: Maintain up-to-date knowledge of company products, services, and policies to deliver accurate information and tailored guidance.

Process Improvement Feedback: Identify recurring customer pain points and report common issues to internal operations and product teams to drive continuous improvement.

Key Skills Required

Active Listening & Empathy: Understanding customer pain points quickly and responding with genuine care and clarity.

Explicit Verbal & Written Communication: Expressing solutions simply, accurately,



and professionally across all digital and voice channels.

CRM & Helpdesk Software Proficiency: Navigating customer management platforms like Zendesk, Salesforce, or Freshdesk with speed and precision.

Conflict De-escalation & Problem-Solving: Staying calm under pressure while effectively defusing tense situations and resolving complaints.

Time Management & Multi-tasking: Balancing active customer conversations, ticket documentation, and follow-ups in a high-volume environment.

Adaptability & Continuous Learning: Quickly mastering evolving product catalogs, internal workflows, and communication policies.

About Company: Drape Divaa is an e-commerce company based in Kolkata, dealing mainly in accessories. Our product range includes everything from bindis and blouses to jewelry. We are well-established among most of the best fashion influencers in the country like Shreya Jain, Dolly Jain, Komal Pandey, Shrima Rai, etc.

📌 Customer Service Specialist in Kolkata
🏢 Drape Divaa
📍 Kolkata