Customer Care Executive

About the Role

We are looking for a CRM & Operations Executive to manage end-to-end customer support, order processing, stock coordination, dispatches, and daily reporting, while actively helping convert enquiries into sales for a clothing brand.

This role requires someone who is punctual, fast, organised, polite, detail-oriented, and fluent in English, with a strong sense of ownership.

This is an in-office role in Okhla Phase 1. Only apply if you have prior experience in customer support / order processing and can join full-time.

Working hours: 9 AM – 6 PM (6 days a week)

Key Responsibilities

1. Customer Support & CRM

• Respond to customer queries across WhatsApp, Instagram, email, and calls.
• Assist customers with product details, sizing guidance, stock availability, and recommendations.
• Ensure quick response time and zero pending queries.
• Handle returns, exchanges, refunds, and complaints smoothly and empathetically.
• Maintain a polite, professional, and fluent English communication tone at all times.
• Log all customer interactions and follow-ups accurately.

2. Sales Conversion & Follow-ups

• Convert customer enquiries into confirmed orders.
• Follow up on open leads and pending conversations.
• Push sales during launches, offers, and high-traffic periods without being pushy.
• Generate and share payment links, track payments received and pending.

3. Order Management & Dispatch

• Check and manage all orders on Shopify.
• Coordinate with the warehouse for packing and dispatch.
• Ensure same-day dispatch wherever possible.
• Share tracking details with customers promptly.
• Track deliveries and follow up on delayed shipments.
• Coordinate porters/couriers when required and ensure orders are received correctly.

4. Stock & Inventory Coordination

• Maintain inward/outward stock registers.
• Update shortage, damaged stock, and pending QC items.
• Coordinate stock movement between shelves, warehouse, and dispatch area.
• Keep stock and dispatch areas organised (training will be provided).

5. Reporting & Documentation

• Prepare and submit daily CRM and operations reports, including:
• Customer queries and pending issues
• Dispatch and delivery status
• Returns, exchanges, refunds
• Sales leads and conversions
• Escalate delays, issues, or risks immediately.

6. E-commerce & Support Functions

• Assist with basic website checks and flag issues if any.
• Support photoshoot planning and coordination when required (logistics, timelines).

Prior experience with Shopify, D2C brands, or retail operations is preferred.