VASTRAMAY | Ethnic Wear
Mumbai
Job Description: Senior Customer Support Executive
Location: Mumbai | Experience: 2–3 Years | Level: Mid-Senior | Department: Customer Experience (CSRM)
About Vastramay
Vastramay is an ethnic fashion brand that blends tradition with contemporary style. With a growing presence, we aim to deliver not just outfits, but experiences rooted in Indian culture and craftsmanship. Our customers are at the heart of everything we do, and we're looking for a composed, experienced Customer Support Executive who can hold their ground in high-pressure conversations while keeping the Vastramay warmth intact.
Role Overview
The Customer Support Executive will act as a frontline owner of customer trust — handling everyday queries as well as tense, escalated, and emotionally charged conversations across calls and written channels. You'll need the maturity to de-escalate a frustrated customer on a live call and the same command over tone and clarity when resolving that same kind of situation over chat, email, or WhatsApp. Both are treated as core competencies, not one primary skill with the other as a backup.
Key Responsibilities
- Act as a senior point of contact for customer queries and escalations across phone, email, WhatsApp, and social media — with equal fluency in verbal (call) and written (chat/message) handling.
- Independently manage frustrated, upset, or irate customers — de-escalate the emotion first, then resolve the issue, without letting the conversation spiral or requiring managerial rescue for routine escalations.
- Assist customers with product details, size guidance, order tracking, returns, and exchanges, with a working understanding of Vastramay's products, fabrics, collections, and brand ethos.
- Coordinate with internal teams (logistics, warehouse, design, marketing) to drive resolutions to closure, not just to hand-off.
- Exercise judgment on when to resolve independently versus when to escalate — and manage that escalation professionally, keeping the customer informed throughout.
- Maintain accurate records of customer interactions, feedback, and recurring concerns to feed into process improvement.
- Mentor or guide newer team members on tone, de-escalation technique, and channel-switching between calls and messages.
- Proactively flag patterns (repeated complaint types, systemic delivery/logistics issues, etc.) rather than just closing tickets one by one.
Requirements
- Bachelor's degree preferred.
- 2–3 years of experience in customer support, preferably in fashion, retail, or e-commerce.
- Demonstrated experience handling frustrated or difficult customers — able to speak to specific situations where they de-escalated a tense call or chat, not just "good communication skills" on paper.
- Proven command over both calls and written channels — this will be assessed separately; strength in one channel alone is not sufficient for this role.
- Strong communication skills in English and Hindi; knowledge of regional languages is a plus.
- Empathetic, patient, and solution-oriented mindset with an eye for detail, but with the backbone to hold a firm, professional line when needed.
- Ability to multitask and manage queries across multiple channels simultaneously without dropping quality.
- Familiarity with CRM tools and e-commerce platforms is a strong advantage.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
- Health insurance
- Paid time off
Work Location: In person
