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
-Email
-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'
-Good spoken and written English.
-Good spoken Hindi.
-Basic computer knowledge.
-Ability to draft professional emails and WhatsApp messages.
-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
