Customer Support Specialist

About the role

We are looking for a Customer Care Associate to manage customer communication and post-purchase experience across all three brands. The role requires strong communication, problem-solving, and ownership.

KEY RESPONSIBILITIES

• Handle customer queries across WhatsApp, Instagram, email & phone.
• Manage order-related queries including tracking, cancellations, deliveries, COD, returns, exchanges & refunds.
• Coordinate with logistics and operations teams to resolve delayed, failed, or stuck shipments.
• Proactively follow up on RTOs and failed delivery attempts to reduce losses.
• Handle customer complaints professionally and ensure timely resolution.
• Maintain customer/order information and updates on Shopify.
• Track and report recurring issues related to products, sizing, delivery, returns, and customer experience.
• Collect customer feedback and reviews and share key insights with the team.
• Maintain a high-quality customer experience across brands.

WHAT WE'RE LOOKING FOR

• 1–3 years of experience in customer support / e-commerce / D2C / fashion preferred.
• Excellent written and verbal communication.
• Strong problem-solving and follow-up skills.
• Patient, empathetic, organized, and detail-oriented.
• Comfortable handling multiple conversations and tasks simultaneously.
• Experience with Shopify and logistics platforms is a plus.
• Someone who takes ownership and doesn't simply pass problems along.

KEY SKILLS

• Customer Support | Communication | Shopify | Order Management | RTO Prevention | Returns & Exchanges | Logistics Coordination | Problem Solving | Customer Experience