About Auray Clothing Auray Clothing is a contemporary fashion brand focused on delivering premium quality apparel with a seamless customer experience. We believe in building long-term relationships with our customers through personalized service, strong communication, and brand trust. Role Overview Key Responsibilities1. Customer Support & Engagement - Provide accurate information about products, sizing, orders, returns, and policies. - Resolve complaints promptly and professionally while maintaining brand tone. 2. Order Management - Coordinate with warehouse and logistics teams to ensure smooth order processing and dispatch. - Track shipments and proactively update customers regarding delays or issues. - Manage returns, exchanges, and refund processes efficiently. 3. Relationship Building - Build long-term relationships with repeat customers. - Follow up post-purchase to gather feedback and encourage reviews. - Identify VIP customers and ensure personalized service experiences. 4. CRM & Reporting - Maintain updated customer records in CRM systems. - Track customer queries, complaints, and resolution timelines. - Prepare weekly/monthly reports on customer satisfaction and common issues. 5. Sales Support - Assist customers with styling suggestions and product recommendations.
- Identify upselling and cross-selling opportunities. - Support promotional campaigns and product launches through customer outreach. Required Skills & Qualifications - Bachelor’s degree in Business, Marketing, or related field (preferred). - 1-3 years of experience in customer service, preferably in fashion or e-commerce. - Excellent verbal and written communication skills. - Strong problem-solving abilities and attention to detail. - Proficiency in CRM tools and MS Office/Google Workspace. - Ability to handle high volumes of customer interactions calmly and efficiently. Key Competencies - Customer-centric mindset - Empathy and active listening - Conflict resolution skills - Time management and multitasking - Team collaboration Performance Metrics (KPIs) - Customer Satisfaction Score (CSAT) - First Response Time (FRT) - Resolution Time - Repeat Purchase Rate - Customer Retention Rate What We Offer - Competitive salary - Growth opportunities within a fast-growing fashion brand - Collaborative and agile work environment - Employee discounts on products Pay: ₹10,017.13 - ₹32,246.68 per month Work Location: In person