Job Title: CRM & Online Sales Executive – Luxury Fashion

Job Type: Full-time
Working Days: Monday to Saturday
Working Hours: 10:00 AM – 7:00 PM (Saturday till 5:00 PM)

We are looking for a proactive, customer-focused, and sales-oriented CRM & Online Sales Executive for a luxury fashion brand. The role involves managing customer interactions, driving online sales conversions, following up on potential orders, and coordinating order-related activities across WhatsApp, Instagram, and the brand's online store.

The ideal candidate should have excellent communication skills, a strong customer-first approach, and the ability to manage multiple customer conversations and follow-ups efficiently.

Key Responsibilities

- Customer Query Management: Handle customer queries on WhatsApp and Instagram promptly and professionally.
- Abandoned Cart Recovery: Follow up with customers who have abandoned their carts and encourage purchase completion.
- Online Sales Conversion: Engage with potential customers, recommend suitable products, and convert enquiries into sales through personalized assistance.
- COD Order Confirmation: Contact customers to confirm Cash on Delivery (COD) orders before dispatch and help reduce Return to Origin (RTO).
- Payment Tracking: Track and update payments received through the website and WhatsApp.
- Returns & Alterations Coordination: Coordinate return pickups and manage customer alteration requests.
- Order Status Management: Ensure orders are updated as Ready to Ship (RTS) in the system once they are prepared for dispatch.
- Customer Relationship Management:



Maintain professional customer relationships and ensure a smooth shopping experience.
- Cross-functional Coordination: Coordinate with sales, warehouse, and logistics teams to resolve order-related issues.
- Reporting: Prepare and share weekly reports covering sales, conversions, returns, customer queries, and follow-up activities.

Requirements

- 1–4 years of experience in CRM, online sales, customer service, or customer relationship management.
- Excellent verbal and written communication skills in English and Hindi. Bengali will be an added advantage.
- Hands-on experience handling customer enquiries through WhatsApp and Instagram.
- Strong follow-up, negotiation, and sales conversion skills.
- Valuable organizational skills with the ability to manage multiple chats and customer requests simultaneously.
- Customer-focused, responsive, and detail-oriented approach.
- Ability to coordinate effectively with internal teams and manage order-related tasks.
- Interest or experience in fashion, luxury retail, D2C brands, or Shopify-based e-commerce will be an advantage.

Preferred Skills

- WhatsApp Business and Instagram customer management.
- Online order processing and payment tracking.
- Abandoned cart follow-ups and sales conversion.
- COD confirmation and RTO reduction.
- Returns, alterations, and logistics coordination.
- Basic reporting and customer data management.
- Familiarity with Shopify or other e-commerce platforms.

Pay: ₹400,000.00 - ₹500,000.00 per year

Work Location: In person

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