Customer Support Representative
Skills
About the role
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
Questions about this role
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