Job Description

Exotic India offers a unique selection of products that reflect the cultural traditions and lifestyle of India. We bring the best of India to enhance your living, touching every space and corner of your life. Our range of handpicked products are created and acquired, adhering strictly to our policy of Fair Trade, and celebrate India's famed arts, crafts, and spiritual depth with the aim to make India's culture and art accessible to all. As we curate products from artisans, designers, and artists who use traditional techniques, skills and hand-based processes, we give back by offering profits to support our culture that inspires us, while preserving its traditions in the process.The RoleYou will be responsible for :

• Domestic/Overseas customer enquiries interventions for own website and all marketplaces.
• Handling queries and provide relevant information to customers through emails, website messages, and over the phone, etc. while ensuring benefits to existing customers to increase their brand loyalty
• To drive quality customer service through handling CRM platform - reverting through email, chat, queries and to answer daily customers query through various platforms while maintaining a proper query data and pipeline for the potential customers
• Assisting customer to determine their needs and appropriate solution in view of inter and intra department coordination.
• Processing order booking amendments/Refunds and follow up with customer.
• Generating order manually on behalf of customer in line with payment received.
• Responsible for payment processing as per cancellation/Refund policy/guidelines.
• Responsible for maintaining data in ZOHO platform.
• Handling returns orders shared by concern department and processing for further re-order, replacement, refund post having customers feedback.
• Attempt to persuade customer to reconsider cancellation
• Supervise the customer care associates as a whole and share the path to resolve the issues of peers
• Ability to assist the customer care manager for future plans and way forward initiative to improve the process and implement the same to meet departmental goal.
• Any other duties as and when directed by seniors/reporting manager.

• Graduate or equivalent having prior experience of at least 3-4 years in Customer Support Function.
• Competent verbal and written communication
• Training and mentoring skills.
• CRM Software knowledge
• Upskilling the team and handling escalations of peers
• Good Team Player

• Attractive Salary & Benefits
• Opportunity to make a positive impact
• Fantastic work culture

Exotic India Art Private Limited