Key Responsibilities
* CRM: Manage customer database, segmentation, customer profiles, purchase history and follow-ups.
* Customer Communication: Handle Email, WhatsApp, Instagram & calls for customer engagement, updates, offers and retention.
* Order Management: Maintain order sheets, track orders, coordinate with logistics and ensure timely customer updates.
* Customer Handling: Resolve queries, complaints, exchanges, returns and delivery-related issues with a strong service mindset.
* Retention & Sales: Drive repeat purchases through personalized follow-ups, campaigns, recommendations and customer reactivation.
* Concierge: Provide personalized assistance to customers including product recommendations, order support and post-purchase engagement.
* Customer Experience: Ensure a smooth and premium customer journey across pre-purchase, purchase and post-purchase interactions.
Ideal Candidate
* Strong communication and customer-handling skills.
* Experience with CRM, WhatsApp, Instagram, Email & customer support.
* Good understanding of D2C/fashion e-commerce customer journeys.
* Highly organized with strong follow-up and coordination skills.
* Proactive, responsive and solution-oriented.
* Fashion/apparel e-commerce experience preferred.
Key KPIs
Repeat Purchases | Customer Retention | CRM Revenue | Customer Response Time | Customer Satisfaction | Reactivation | Order Resolution
We are looking for a doer, not just a coordinator — someone who can take ownership of NattyGarb’s customer relationships and deliver a seamless, premium customer experience.
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
