Job Description

Job Title: Customer Service Executive

Company : Nykaa Fashion

Years of Experience: Minimum 1 Year (handling calls)

Location: Pan India (or specify location if needed)

Role Type: Full-Time

Salary: As per industry standards

Eligibility:

• Minimum 1 year of experience in customer support (calls/chat/email)
• Experience in BPO/KPO preferred
• Candidates from E-commerce background will be an added advantage

Role Overview:

The Customer Support Executive will be responsible for handling customer interactions across multiple channels, resolving queries efficiently, and ensuring a seamless customer experience. The role also involves coordinating with internal teams to address operational issues and improve service quality.

Key Responsibilities:

• Handle customer inquiries via calls, chat, and emails until resolution
• Review daily orders and identify/store assignment or fulfillment issues
• Investigate and resolve customer concerns related to product listings (images, descriptions, etc.)
• Manage customer accounts, including order history, returns, and shipment tracking
• Maintain detailed customer service logs for all interactions and issues
• Analyze and report customer service trends quarterly to relevant teams (sales, tech, design, merchandising)
• Collaborate with Operations to resolve store and fulfillment-related issues

Skills and Qualifications:

• Excellent verbal and written communication skills
• Strong problem-solving and customer-handling abilities
• Ability to multitask across multiple communication channels
• Attention to detail and process-oriented mindset
• Basic understanding of e-commerce operations is preferred
• Comfortable working in rotational shifts
• Team player with strong coordination skills