Client Servicing Executive

ABOUT THE ROLE

MahattaArt is evolving from a wall décor product website into a Wall Décor Solutions Platform covering: Wallpaper, Wall Art, P2F / Print-to-Frame, Frames, Collages, Ready Frames, Other wall décor products.

CORE ROLE FOCUS

D2C Customer Servicing + Product Knowledge + Conversion Support role. It is NOT an interior-design position and is NOT a conventional call-centre/customer-support role

RESPONSIBILITIES
Service customers across wall décor categories;
develop specialist expertise in P2F; guide customers through Product Interest → Product Understanding → Configuration → Order → Fulfilment; own query resolution end-to-end; proactive customer follow-up through CRM/WhatsApp/phone; know when to involve Wall Décor Advisor; work with Wall Décor Advisor and Production; support conversion through assisted commerce; identify product/website problems and provide structured feedback; maintain customer/CRM data including status, follow-up, escalation, resolution, converted/lost, and lost reason.

KEY KPIS
Customer Servicing: Response time, Query resolution time, Query closure rate, Open/pending queries, Follow-up completion. Commercial: Assisted conversion rate, Orders from serviced customers, Abandoned journeys recovered, Lost-query reasons. Quality: Configuration accuracy, Customer complaints, Repeat problems, Production errors arising from incorrect servicing. Product Knowledge: Competency across MahattaArt categories, P2F specialist competency, Ability to independently resolve product queries

ROLE IN ONE SENTENCE
Own the customer's product-servicing journey across MahattaArt, while developing specialist expertise in P2F. Ensure that once a customer shows interest in a MahattaArt product, lack of information, configuration difficulty, poor follow up or internal coordination does not become the reason the customer is lost

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person