Customer Management

Maati Crafts; Maharashtra; On-site; INR 246,000 - 312,000; Full time

Job summary

Maati Crafts is seeking a Customer Service Executive to manage daily customer interactions across email, WhatsApp, and social channels. The role focuses on solving issues, upselling, and building lasting customer relationships to drive satisfaction and sales.

The ideal candidate has 2+ years in e-commerce customer service, excels in Hindi and English, and is comfortable with order management and fashion retail contexts. This is an in-person role based in Mumbai.

Qualifications

• Bachelor's degree required.
• 2+ years in e-commerce customer service preferred.
• Fluent written Hindi and English.
• Experience with Shopify a plus.
• Detail-oriented with strong follow-through.
• Sales-oriented with ability to upsell.

Responsibilities

• Handle daily customer communications via email, WhatsApp, DMs, and website chat.
• Process returns and exchanges with empathy and efficiency.
• Track courier deliveries and address delays, updating customers.
• Build relationships with repeat customers and collect testimonials.
• Provide timely updates through daily/weekly reports to improve processes.

Skills

Hindi-English fluency

Excellent communication

Problem-solving

Customer service experience

Sales mindset

Attention to detail

Upselling

Shopify familiarity

Education

Bachelor's degree

Tools

Shopify

Order management systems

Job description

Job Overview: We are looking for a diligent and empathetic executive in Customer Management who will be the face of our brand. The ideal candidate will possess a strong intent to solve customer issues, maintain high levels of customer satisfaction, and convert interactions into sales.

CUSTOMER SERVICE EXECUTIVE - ROLE SUMMARY

BASICS

Salary: ₹22,000-28,000/month

Location: Mumbai-based - Powai

Hours: 10 am-7pm, 6 days/week

Type: Full-time

Role:

Daily Customer Communication:

Respond to queries across email, WhatsApp, Instagram DMs, website chat

Maintain response time standards

Help with enquiries, sizing questions, fabric queries, styling advice, order status, issues

Returns & Exchanges:

Process return/exchange requests efficiently and with empathy

Identify why customers are returning (patterns to report back)

Logistics Support:

Track courier deliveries daily

Take action on delays and failed deliveries

Keep customers informed proactively

Update daily and weekly reports to help track issues

Relationship Building:

Remember repeat customers, personalize interactions

Collect testimonials and reviews

Build positive customer relationships

Gather customer feedback to help improve our offerings.

SKILLS NEEDED

Excellent written Hindi and English

Patient, warm communication style

Strong communication skills and a proactive approach to problem-solving

Previous customer service experience (fashion/retail preferred)

Detail-oriented with strong follow-through

Sales-oriented mindset with an ability to upsell effectively

Familiarity with order management` and the Shopify platform is a plus

SUCCESS PARAMETERS

Response time standards maintained

High customer satisfaction

Issues resolved smoothly

Positive reviews and testimonials flowing in

Customers feel cared for and helped

About Us: Maati Crafts is a dynamic and growing fashion brand committed to delivering exceptional products and customer experiences. We pride ourselves on our attention to detail, quality, and the relationships we build with our customers.

Job Type: Full-time

Pay: ₹275,000.00 - ₹335,000.00 per year

Ability to commute/relocate:

• Powai, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• E-Commerce: 2 years (Required)

Work Location: In person