CRM and Online Executive

Key Responsibilities

• Handle inbound and outbound customer calls related to online orders and customer queries.
• Contact customers to confirm orders, delivery details, alterations, exchanges, returns, and other order-related requirements.
• Follow up with customers regarding pending orders, payments, delivery status, cancellations, and replacements.
• Understand customer concerns and provide accurate and timely resolutions.
• Coordinate with the E-commerce, Warehouse, Store, Logistics, Alteration, and Sales teams for smooth order processing.
• Maintain regular follow-ups on open customer complaints and ensure timely closure.
• Make proactive calls to customers for order updates and delivery coordination.
• Assist customers with product-related queries, availability, pricing, and other online shopping information.
• Record all customer interactions, complaints, follow-ups, and resolutions accurately in the CRM/system.
• Ensure proper communication and follow-up until the customer's concern is resolved.
• Handle escalations professionally and coordinate with the relevant internal team.
• Maintain a high level of customer service and represent the Kalki Fashion brand professionally.
• Achieve assigned calling, follow-up, customer satisfaction, and productivity targets.
• Follow company policies, processes, and customer service standards.

Candidate Profile

• Graduate / Undergraduate with relevant experience.
• 13 years of experience in customer service, telecalling, e-commerce, retail, or online order management preferred.
• Excellent verbal communication skills in English and Hindi.
• Knowledge of Telugu will be an added advantage.
• Good listening, problem-solving, and customer-handling skills.
• Comfortable making frequent inbound and outbound calls.
• Basic knowledge of MS Office, CRM, WhatsApp, and other customer-service tools.
• Ability to multitask and manage multiple customer queries and follow-ups.
• Patient, polite, confident, and professional while dealing with customers.
• Strong follow-up skills and attention to detail.
• Experience in fashion, lifestyle, premium retail, or e-commerce will be an added advantage.

Key Skills

Customer Service | Telecalling | Inbound & Outbound Calling | Order Management | Complaint Resolution | Follow-up | CRM | Communication | Problem Solving | Customer Relationship Management

Key Performance Indicators (KPIs)

• Customer calls handled and completed.
• Timely follow-up and closure of customer queries.
• Order confirmation and delivery coordination.
• Customer complaint resolution TAT.
• Customer satisfaction.
• Calling productivity and accuracy of CRM updates.
• Reduction in pending customer issues and order-related escalations.

Preferred Candidate

Candidates with experience in fashion e-commerce, premium/luxury retail, online order management, or customer service calling processes will be preferred.