We are looking for someone with excellent spoken English, strong customer-handling skills, a sales-oriented mindset, and practical knowledge of e-commerce order management and shipping processes. Important: Candidates with only general customer service or domestic Indian customer support experience will not be considered. Previous US customer-handling experience and international fashion/apparel industry experience are essential.

Key Responsibilities
1. Inbound & Outbound Customer Calls
• Handle incoming and outgoing customer calls using Quo (formerly OpenPhone).
• Assist US customers with order-related questions, product inquiries, and purchase concerns.
• Verify customer details, order numbers, shipping addresses, and other relevant information.
• Make outbound calls to customers using the database and contact information provided by the company.
• Follow up with customers regarding pending orders, delivery issues, and unresolved concerns. 2. Order & Product Support
• Check product availability, sizes, colors, and other product details.
• Provide accurate order status and delivery updates.
• Assist customers with order modifications and other purchase-related requests, following company policies.
• Help customers understand product information and recommend suitable alternatives when their preferred product is unavailable.
• Coordinate with internal teams to resolve order-related issues. 3. Shipping & Delivery Management
• Check shipment status and provide accurate tracking information.
• Handle customer inquiries regarding delayed, missing, or undelivered shipments.
• Understand shipping processes, carrier tracking, delivery timelines, and fulfillment procedures.
• Coordinate with shipping and fulfillment teams to investigate delivery issues.
• Assist with shipping-related complaints and provide timely updates to customers.
• Maintain proper records of shipping complaints and follow-ups. 4. Customer Retention & Refund Prevention




• Handle dissatisfied and angry customers professionally.
• Understand customer concerns and offer appropriate solutions.
• Attempt to retain customers by recommending alternatives, exchanges, or other suitable resolutions within company policies.
• Help reduce unnecessary cancellations, refunds, and chargebacks through effective communication and problem-solving.
• Maintain a professional and positive customer experience throughout every interaction. 5. Phone Sales & Upselling
• Identify opportunities to recommend relevant products during customer interactions.
• Help customers find suitable dresses, sizes, styles, and alternatives.
• Convert customer inquiries into successful purchases wherever appropriate.
• Use consultative selling techniques without pressuring customers.
• Work toward sales, customer satisfaction, and call-handling performance targets as established by management. 6. CRM & Customer Support Systems
• Maintain accurate records of customer conversations, order updates, and follow-ups.
• Use CRM and e-commerce platforms to access customer and order information.
• Follow established calling scripts, workflows, and customer service procedures.
• Ensure all customer interactions are documented properly. Mandatory Requirements
• Minimum 1–3 years of experience in customer support, customer retention, or phone sales.
• Must have previously worked with an international fashion, clothing, apparel, or women's fashion e-commerce brand.
• Must have hands-on experience handling US-based customers over phone calls.




• Previous experience supporting the US market or working for a US-based/international company is essential.
• Practical experience handling order inquiries, order tracking, shipping delays, returns, exchanges, and refund-related concerns.
• Must understand shipping and fulfillment processes and have experience using shipment tracking systems or shipping platforms.
• Experience with Shopify or another e-commerce order management platform.
• Excellent spoken English with a clear, confident, and qualified phone manner.
• Strong objection-handling, customer retention, and problem-solving skills.
• Comfortable handling both inbound and outbound calls.
• Willingness to work the complete US Pacific Time schedule from the Mohali office.
• Ability to work independently and handle difficult customer conversations without unnecessary call transfers. Preferred Skills & ToolsCandidates with experience in the following tools will have an advantage:
• E-commerce: Shopify, Shopify Admin, order management systems.
• Customer Support/CRM: Gorgias, Zendesk, Freshdesk, Intercom, Salesforce.
• Calling Platforms: Quo (formerly OpenPhone), Aircall, RingCentral, or similar systems.
• Shipping & Fulfillment: ShipStation, Shippo, AfterShip, Easyship, or carrier tracking portals.
• Shipping Carriers: USPS, UPS, FedEx, DHL, or similar US shipping providers. Experience with Gorgias or similar e-commerce customer support CRM platforms is an added advantage. Working Schedule
• Monday to Friday.
• 9:00 AM to 5:00 PM Pacific Time (PST/PDT, depending on the season).
• This is an overnight shift in India, and candidates must be comfortable following the complete US Pacific Time schedule.
• On-site position at our Mohali office. Please apply only if you have previous US customer phone support experience and have worked with an international fashion, apparel, or clothing brand.

📌 US Fashion E-commerce Customer Support (India)
🏢 Swastika Web Technology
📍 India