Customer Support Executive

Company: Vintage Velvet

Location: Andheri East, Mumbai (Work From Office)

Position: Full-Time

About Vintage Velvet Vintage Velvet is a premium online fashion accessories brand offering handbags, scarves, shawls, hair accessories, jewellery, watches, bottles, and lifestyle products to customers across India. We are looking for a customer-focused individual who can communicate professionally with customers, resolve issues efficiently, and coordinate with internal teams to ensure a smooth customer experience. Key Responsibilities

Customer Support Respond to customer queries via: -WhatsApp Business -Instagram/Facebook messages and comments

Assist customers with: -Product information -Order placement -Delivery timelines

Payment-related queries: -Discount code assistance -Account login issues -COD and prepaid order support -Maintain a polite, professional, and helpful tone in all communications.

Order Management: -Track and monitor customer orders. -Share tracking details with customers. -Coordinate with courier partners for delivery-related issues. -Handle undelivered, delayed, lost, and returned shipments. -Arrange delivery reattempts whenever applicable.

Returns & Refunds: -Process return requests as per company policy. -Guide customers through the return portal process. -Coordinate pickup requests with courier partners. -Monitor return shipments until received.



-Process credit notes and refund requests after approval. -Maintain accurate return records.

Complaint Resolution: -Handle customer complaints professionally. -Escalate serious issues to management. -Follow up until the issue is fully resolved. -Ensure customers receive timely updates.

Customer Retention: -Assist customers in finding suitable products. -Suggest alternatives when products are unavailable. -Encourage prepaid orders where appropriate. -Maintain positive customer relationships.

Administrative Support: -Update customer records when required. -Maintain support spreadsheets and reports. -Coordinate with warehouse and operations teams. -Assist in documenting recurring customer issues.

Required Skills' -Valuable spoken and written English. -Good spoken Hindi. -Basic computer knowledge. -Familiarity with Microsoft Excel or Google Sheets. -Attention to detail. -Ability to handle customer complaints calmly. -Strong communication and organizational skills.

Preferred Skills: -Experience with Shopify. -Experience with WhatsApp Business. -Experience with Zoho Desk or similar ticketing software. -Experience in e-commerce customer support.

Working Hours 12:00 PM to 8:00 PM Sunday Off One Paid Leave Per Month

Salary Based on experience and performance.

Job Types : Full-time, Permanent

Pay: ₹15,000.00 - ₹34,239.38 per month

Work Location: In person

📌 Customer Support Representative (Jogeshwari West)
🏢 Vintage Velvet
📍 Jogeshwari West