We are looking for someone with excellent spoken English, robust 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 Responsibilities1. 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 professional 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 & Phone Sales Executive (India)
🏢 Swastika Web Technology
📍 India