Customer Success Specialist

Job Overview: We are looking for a diligent and empathetic Customer Success Specialist who will be the face of our brand. The ideal candidate will possess a strong intent to solve customer issues, maintain high levels of customer satisfaction, and convert interactions into sales.

CUSTOMER SERVICE EXECUTIVE - ROLE SUMMARY

BASICS

Salary: ₹20,000-25,000/month

Location: Mumbai-based - Powai

Hours: 10 am-7pm, 6 days/week

Type: Full-time

Role:

Daily Customer Communication:

Respond to queries across email, WhatsApp, Instagram DMs, website chat

Maintain response time standards

Help with enquiries, sizing questions, fabric queries, styling advice, order status, issues

Returns & Exchanges:

Process return/exchange requests efficiently and with empathy

Identify why customers are returning (patterns to report back)

Logistics Support:

Track courier deliveries daily

Take action on delays and failed deliveries

Keep customers informed proactively

Update daily and weekly reports to help track issues

Relationship Building:

Remember repeat customers, personalize interactions

Collect testimonials and reviews

Build positive customer relationships

Gather customer feedback to help improve our offerings.

SKILLS NEEDED

Excellent written Hindi and English

Patient, warm communication style

Strong communication skills and a proactive approach to problem-solving

Previous customer service experience (fashion/retail preferred)

Detail-oriented with strong follow-through

Sales-oriented mindset with an ability to upsell effectively

Familiarity with order management` and the Shopify platform is a plus

SUCCESS PARAMETERS

Response time standards maintained

High customer satisfaction

Issues resolved smoothly

Positive reviews and testimonials flowing in

Customers feel cared for and helped

About Us: Maati Crafts is a dynamic and growing fashion brand committed to delivering exceptional products and customer experiences. We pride ourselves on our attention to detail, quality, and the relationships we build with our customers.

Job Type: Full-time

Work Location: In person