Customer Operations & CRM Executive

SEVORA Technologies Private Limited; Kolkata District; On-site; INR 334,800 - 558,000; Full time

Benefits offered by this job

Opportunity to build customer experience processes from scratch

High ownership and growth opportunities

Exposure to fashion, technology, and commerce

Job summary

SEVORA Technologies Private Limited is seeking a Customer Operations & CRM Executive in Kolkata to deliver exceptional customer experiences. The candidate will manage customer interactions, coordinate with partner brands, and handle return processes to ensure customer satisfaction.

The role requires 1–4 years of experience in E-commerce or customer operations, along with strong communication skills and a customer-first mindset. Join our dynamic startup to redefine fashion shopping.

Qualifications

• 1–4 years of experience in E-commerce, D2C, Retail, Customer Support, CRM, or Operations.
• Experience working with fashion, beauty, lifestyle, or consumer brands is preferred.

Responsibilities

• Manage customer interactions across WhatsApp, chat, email, and phone.
• Resolve customer queries related to products, orders, deliveries, returns, exchanges, and refunds.
• Track and monitor customer orders from placement to delivery.
• Manage return and exchange requests and ensure timely refund processing.

Skills

Excellent verbal and written communication skills

Strong customer service orientation

Ability to manage multiple conversations simultaneously

Strong problem-solving and coordination skills

High attention to detail and process orientation

Comfortable working with technology and CRM tools

Tools

WhatsApp Business Platforms

CRM Platforms

Excel / Google Sheets

Freshdesk, Zoho Desk, or similar support tools

Shopify or e-commerce platforms

Job description

About Sevora

SEVORA is India’s first experiential fashion marketplace, pioneering the Try-Before-You-Buy model, stylist-led product curation, and personalized styling assistance, along with 60-minute fashion delivery in Kolkata.

We bring curated premium brands, stylist-led personalization, and seamless digital experiences to redefine fashion shopping as elegant, convenient, and risk-free. At Sevora, we don’t just deliver fashion — we deliver experiences that feel personal, refined, and unforgettable.

Job Summary

We are looking for a Customer Operations & CRM Executive who will be responsible for delivering exceptional customer experiences while managing customer engagement and retention initiatives. This role combines customer support, order coordination, WhatsApp engagement, CRM operations, and customer lifecycle management. The ideal candidate should be customer‑obsessed, highly organized, proactive, and comfortable working in a fast‑paced e‑commerce environment.

Key Responsibility Areas

Customer Support & Experience

• Manage customer interactions across WhatsApp, chat, email, and phone.
• Resolve customer queries related to products, orders, deliveries, returns, exchanges, and refunds.
• Ensure timely and professional communication with customers.
• Deliver a premium customer experience aligned with Sevora's brand positioning.

Order Operations & Coordination

• Track and monitor customer orders from placement to delivery.
• Coordinate with partner brands, dark stores, logistics teams, and internal stakeholders.
• Proactively communicate delays or issues to customers.
• Ensure order fulfillment and delivery SLAs are met.

Returns, Exchanges & Refunds

• Manage return and exchange requests.
• Coordinate with operations and logistics teams for reverse pickups.
• Ensure smooth and timely refund processing.
• Maintain accurate records of customer cases.

Escalation Management

• Handle priority, sensitive, and VIP customer cases.
• Identify recurring customer issues and escalated appropriately.
• Collaborate with leadership and operations teams to resolve escalations.

CRM & Customer Engagement

• Manage customer database and CRM records.
• Execute WhatsApp campaigns and customer communication initiatives.
• Support customer retention and re‑engagement activities.
• Assist in managing browse abandonment, cart abandonment, wishlist reminders, and promotional campaigns.

Customer Insights & Reporting

• Collect customer feedback and identify trends.
• Prepare reports on customer issues, return rates, response times, and customer satisfaction.
• Share actionable recommendations to improve customer experience.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Response Time
• Resolution Time
• Order Fulfillment Accuracy
• Return & Refund Processing TAT
• Customer Retention Rate
• CRM Campaign Engagement Rate
• Repeat Purchase Rate
• Customer Complaint Resolution Rate

Ideal Candidate Profile

Experience

• 1–4 years of experience in E‑commerce, D2C, Retail, Customer Support, CRM, or Operations.
• Experience working with fashion, beauty, lifestyle, or consumer brands is preferred.

Skills

• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Ability to manage multiple conversations simultaneously.
• Strong problem‑solving and coordination skills.
• High attention to detail and process orientation.
• Comfortable working with technology and CRM tools.

Tools (Preferred)

• WhatsApp Business Platforms (MoEngage, Interakt, Wati, AiSensy, Gallabox)
• CRM Platforms
• Excel / Google Sheets
• Freshdesk, Zoho Desk, or similar support tools
• Shopify or e‑commerce platforms (preferred)

Personal Attributes

• Customer‑first mindset.
• Empathetic and patient communicator.
• Proactive and solution‑oriented.
• Highly organized and accountable.
• Comfortable working in a startup environment.

Location: Kolkata (Preferred)

Reporting To

Operations Lead / Growth & Customer Experience Manager

Why Join Sevora?

• Opportunity to build customer experience processes from the ground up.
• Work at the intersection of fashion, technology, and commerce.
• High ownership and growth opportunities.
• Exposure to CRM, customer operations, retention marketing, and e‑commerce operations.