Customer Support Executive

We are seeking a friendly, empathetic, and detail-oriented Customer Support Specialist to be the voice of Tweens Invisifit (www.tweensinvisifit.com). In this role, you will be the primary point of contact for our valued customers, predominantly women, providing exceptional support via phone, WhatsApp (managed through Interakt), and email. A key aspect of this role will be efficiently managing and processing returns and refunds. Your focus will be on ensuring a positive and seamless shopping experience, building strong customer relationships, and fostering brand loyalty for Tweens Invisifit.

Responsibilities:

• Serve as the first point of contact for customer inquiries and support needs regarding Tweens Invisifit via phone, WhatsApp (managed through Interakt), and email.
• Provide knowledgeable and accurate information about our apparel products (sizing, materials, fit, styling), order processing, shipping, returns, refunds, and website navigation on www.tweensinvisifit.com.
• Respond promptly and professionally to customer inquiries and concerns related to Tweens Invisifit across all communication channels.
• Guide customers through the purchasing process on www.tweensinvisifit.com and offer styling advice or product recommendations when appropriate.
• Efficiently and empathetically resolve customer issues related to Tweens Invisifit, including order discrepancies, quality concerns, and return/exchange requests, escalating complex issues when necessary.
• Manage and process customer returns and refunds accurately and in accordance with company policies. This includes assessing the reason for return, initiating refunds, and managing the return shipping process when applicable.
• Process customer orders, manage cancellations, and handle return/exchange requests for Tweens Invisifit accurately and in accordance with company policies.
• Maintain detailed and organized records of customer interactions and resolutions, including return and refund processing, related to Tweens Invisifit.
• Proactively follow up with customers of Tweens Invisifit regarding their returns or refunds to ensure a smooth process and maintain satisfaction.
• Gather customer feedback regarding their experience with Tweens Invisifit, including the returns and refunds process, and share insights with the team to help improve our products, services, and website experience on www.tweensinvisifit.com.
• Stay up-to-date on new product arrivals, promotions, website updates, and return/refund policies on www.tweensinvisifit.com.
• Utilize Interakt effectively to manage WhatsApp communications with customers, including those related to returns and refunds.
• Contribute to a positive and collaborative team environment.
• Adhere to company policies and procedures.

Requirements:

• We welcome applications from both experienced customer service professionals and enthusiastic freshers with a strong aptitude for customer interaction.
• Excellent verbal and written communication skills, with a warm and approachable phone manner.
• Experience using Interakt or similar customer messaging platforms for WhatsApp is highly desirable.
• Strong email etiquette and the ability to write clear, concise, and professional emails.
• Genuine empathy and a passion for providing outstanding customer service, particularly to a female customer base shopping at www.tweensinvisifit.com.
• Strong problem-solving skills and the ability to handle customer concerns, including return and refund requests, with patience and understanding.
• Excellent active listening skills and the ability to understand and address customer needs effectively, especially regarding returns and refunds.
• Strong organizational skills and meticulous attention to detail, particularly when processing financial transactions like refunds.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Basic computer skills and familiarity with1 online communication tools.
• A positive attitude, a strong work ethic, and a genuine desire to help customers of Tweens Invisifit, including navigating the returns and refunds process.
• A passion for fashion and an interest in our apparel products featured on www.tweensinvisifit.com is a plus.
• Language Proficiency: Fluent English and Hindi (No additional language proficiency required)
• Working Time: 10:00 AM to 6:30 PM IST with a lunch break from 2:00 PM to 2:30 PM.
• Working Days: 6 days a week. Sunday and all national holidays are off.