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Customer Relationship Executive
India Calicut
05-06-2025
Job type
Full time
Reference
JSS-CRM-1042
Overview

About Us:
John & Smith Group is expanding its eCommerce presence with an exciting new Kids Apparels project based in the United Kingdom. Our Fashion Division is dedicated to delivering exceptional online retail experiences, with a focus on quality products and outstanding customer service.

Role Overview:
We are seeking a dynamic Customer Services Coordinator to be the voice of our brand and ensure exceptional service delivery for our UK-based eCommerce customers. The ideal candidate will be passionate about creating positive customer experiences and resolving issues efficiently.

Key Responsibilities:

  • Serve as the primary point of contact for customer inquiries via email, phone, and chat
  • Process orders, returns, exchanges, and refunds according to company policies
  • Track and resolve customer complaints and escalate complex issues when necessary
  • Maintain accurate customer records and documentation
  • Collaborate with logistics, warehouse, and sales teams to ensure timely delivery of products
  • Generate reports on customer satisfaction metrics and service performance
  • Identify opportunities for process improvement and enhanced customer experience
  • Proactively communicate with customers regarding order status, delays, or potential issues
  • Develop and maintain standard operating procedures for customer service processes
  • Assist in content creation for FAQ sections and help resources
  • Gather customer feedback and share insights with product and marketing teams
  • Monitor social media channels for customer queries and coordinate responses
  • Participate in regular team meetings to discuss service improvements
  • Maintain knowledge of product lines, promotions, and policies to provide accurate information
  • Assist with training new customer service team members as the department grows
  • Handle special customer requests and provide personalized solutions when appropriate
Job Description

Requirements:

  • Bachelor's degree in Business Administration, Communications, or related field
  • 2+ years of experience in customer service, preferably in eCommerce or retail
  • Excellent verbal and written communication skills in English
  • Strong problem-solving abilities and attention to detail
  • Proficiency in CRM software and Microsoft Office applications
  • Experience handling multiple priorities in a fast-paced environment
  • Cultural awareness and sensitivity to international customer needs

Benefits:

  • Competitive salary package
  • Provident Fund
  • Comprehensive Health Insurance coverage
  • Gratuity benefits
  • Professional development opportunities
  • Collaborative and innovative work environment
  • Chance to be part of an exciting international eCommerce venture

 

John & Smith Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. We are committed to creating an inclusive workplace for all employees.

All statutory benefits as per applicable laws will be provided.

 

Apply Now





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