Customer Service Executive – Omnichannel Support

About the role

We are looking for a Customer Service Executive to join our Mumbai team and handle omnichannel interactions across phone, email, chat and social media. The role focuses on delivering fast, empathetic solutions while maintaining high service standards.

Key responsibilities

• Respond to customer inquiries, complaints and feedback via phone, email, live chat and social platforms.
• Provide accurate product and policy information, troubleshoot issues and escalate complex cases when necessary.
• Meet defined response and resolution SLAs, ensuring timely query handling.
• Document all interactions and feedback accurately in the CRM system.
• Follow standard operating procedures, identify recurring problems and suggest process improvements.

Required profile

• Minimum 1 year of experience in retail, e‑commerce or fashion customer service.
• Fluent verbal and written communication in English and Hindi.
• Strong problem‑solving mindset with the ability to multitask in a fast‑paced environment.
• Attention to detail and commitment to high customer satisfaction scores.

Required skills

• Basic proficiency in MS Excel.
• Basic proficiency in Google Sheets.