Customer Service & E-commerce Operations Executive
Company: MIRAY Fashions
Location: Tughlakabad Extension, New Delhi
Employment Type: Full-time
Salary: ₹20,000/month for the first month
After First Month: ₹22,000/month for the next 3 months, subject to performance
Further Review: Based on performance and responsibilities
Experience: 1–3 years preferred
Joining: Immediate
About MIRAY
MIRAY is a growing women's fashion brand with its own garment manufacturing and e-commerce operations in Delhi.
We are looking for a Customer Service & E-commerce Operations Executive who can take ownership of customer communication and help coordinate customer issues across our production, dispatch and logistics teams.
This is not simply a "reply to WhatsApp messages" role.
The right person will be responsible for ensuring that a customer's issue is properly understood, followed up internally and resolved with a clear and timely response.
Key ResponsibilitiesCustomer Service
- Handle customer queries primarily through WhatsApp and Email.
- Respond to customers professionally, politely and promptly.
- Handle queries related to orders, delivery, products, sizes, exchanges, returns and refunds.
- Follow up with customers until their issue is properly resolved.
- Maintain a positive and helpful tone even when dealing with complaints or difficult customers.
- Ensure no customer query remains unattended or forgotten.
Logistics & Courier Coordination
- Coordinate with Shiprocket and courier partners regarding shipment-related issues.
- Track delayed, stuck, undelivered and exception shipments.
- Follow up on courier complaints and delivery issues.
- Coordinate with the dispatch team to obtain accurate shipment updates.
- Escalate serious logistics issues to management when required.
- Maintain proper records of important logistics cases.
Experience with Shiprocket is strongly preferred.
Returns, RTOs & Exchanges
- Manage customer return, RTO and exchange cases.
- Coordinate with customers regarding return/exchange procedures.
- Track returned shipments until they reach MIRAY.
- Coordinate with the dispatch/inventory team after returned products are received.
- Maintain proper status of pending returns and exchanges.
- Follow up on unresolved cases until closure.
- Identify recurring return/RTO issues and report them to management.
Internal Coordination
The candidate will regularly coordinate with:
Production Team – for product availability, production status and expected completion.
Dispatch Team – for order processing, packing, courier pickup, shipment status and returns.
Inventory Team – for product availability, returned products and exchanges.
The candidate must ensure that customers receive accurate information, rather than simply giving assumptions or promises.
Customer Feedback
- Record important customer complaints and feedback.
- Identify repeated complaints regarding sizes, fits, fabrics, quality, delivery or products.
- Share useful customer feedback with the management and relevant teams.
- Help MIRAY improve its products and customer experience.
Daily Responsibility
The person joining this role will be expected to:
- Start the day by checking all pending customer queries and unresolved cases.
- Review pending shipments and logistics exceptions.
- Follow up on returns, RTOs and exchanges.
- Coordinate with production and dispatch for pending customer orders.
- Respond to all new customer queries during working hours.
- Maintain a daily pending-issue list.
- Ensure important cases are followed through to closure.
- Submit a brief daily update to management.
Candidate Requirements
- 1–3 years of experience in customer service, e-commerce operations, D2C brands or logistics preferred.
- Experience with Shiprocket is highly preferred.
- Experience handling WhatsApp customer service is an advantage.
- Good written English and Hindi/Hinglish communication skills.
- Good computer skills.
- Comfortable using WhatsApp, Email, Excel/Google Sheets and e-commerce/logistics platforms.
- Must be comfortable coordinating with multiple departments.
- Must have good follow-up skills and attention to detail.
- Should be able to handle pressure during high-order periods.
- Must be responsible, punctual and willing to take ownership.
We Are Looking For Someone Who:
- Doesn't wait for someone else to solve every problem.
- Follows up instead of simply forwarding a complaint.
- Understands that customer service means resolution, not just replying.
- Can communicate firmly but politely with courier companies.
- Can coordinate effectively with production and dispatch teams.
- Keeps proper records of pending cases.
- Can identify problems before they become customer complaints.
Location Preference
Since this is a full-time on-site role, preference will be given to candidates residing in or near:
Tughlakabad Extension, Govindpuri, Kalkaji, Okhla, Badarpur, Pul Prahladpur, Sangam Vihar, Khanpur, Jasola, Sarita Vihar and nearby areas.
Compensation
Month 1: ₹20,000
Months 2–4: ₹22,000, subject to satisfactory performance.
After 6 months: Salary and responsibilities will be reviewed based on performance, ownership and contribution to the company.
Joining
Immediate joining preferred.
Candidates who can join immediately or within a few days will be given preference.
Pay: ₹20,000.00 - ₹22,000.00 per month
Work Location: In person
