Customer Service Executive

Fabindia Limited; Faridabad District; On-site; INR 250,000 - 380,000; Full time

Job summary

Fabindia Limited is seeking a Customer Service Executive to handle online customer interactions by phone, ensuring a superior service experience for Fabindia's online business. You will resolve queries related to billing, products, and concerns while maintaining detailed records.

The role requires 1–2 years in customer service, fluency in English, and proficiency with MS Word and Excel. You will manage time effectively, collaborate with internal teams, and contribute to timely MIS reporting.

Qualifications

• 1–2 years of experience in customer service, preferably voice process.
• Excellent English communication skills in speaking and writing.
• Proficient with MS Word and Excel and able to manage time effectively.
• Ability to resolve issues in a structured, timely manner.

Responsibilities

• Handle customer inquiries on billing, products, and complaints via phone.
• Record interactions and follow up on requests within defined timelines.
• Escalate unresolved issues to relevant departments for faster resolution.
• MIS and reporting as required, with accuracy and timeliness.

Skills

Customer service

English communication

Time management

Critical thinking

Education

Any Graduate

Tools

MS Word

MS Excel

Job description

Job DescriptionJOB TITLE: Customer Service Executive FUNCTIONAL AREA: E-Commerce / Retail Industry (preferably fashion brands) REPORTS TO: Senior Manager - Customer Service POSITION’S OBJECTIVE: (Brief on position’s objective) To handle Fabindia customers for Online Business on Phone inorder to provide superior customer experience

KEY RESPONSIBILITIES: Customer Service To answer calls professionally, obtain details of queries on billing, products or concerns or any other complaints. To keep records of customer interactions and transactions, recording details of inquiries, complaints and comments. Follow up to ensure that appropriate actions are taken on customer's requests. To elevate customer grievances, special requests, unresolved complaints internally and to the concerned departments for further resolution within defined TAT Adherence to Process To ensure that processes laid down for the department are being adhered to while performing duty at the work place MIS and reporting To ensure that various reports are provided as per the timelines, daily, weekly, fortnightly and monthly

JOB SPECIFICATION: (QUALIFICATIONS/KNOWLEDGE/EXPERIENCE) Years of Functional Experience: 1 - 2 years of work experience in Customer service in voice process Degree/Diploma: Any Graduate Knowledge & Skills: Basic MS Word and Excel knowledge Excellent English communication skills – fluency in speaking and writing Effective time management to accomplish objectives and resolving issues/challenges in an orderly and systematic approach Ability to close issues promptly Excellent customer handling skills and critical-thinking mindset

ANNEXURE A: COMPETENCIES REQUIRED: (includes behavioural and functional competency) a. FOCUS ON RESULTS: Shows passion for excellence & seeks opportunities to continuously improve organizational processes and outcomes for overall growth of organization Meets functional & company’s goals through a positive collaboration and cross functional alignment b. INNOVATION & OPENNESS TO LEARNING: Demonstrates a commitment to continuous learning by honing new skills related and unrelated to job Works to create novel but implementable systems/processes c. CUSTOMER FOCUS: Creates & evaluates systems basis customer’s/stakeholders’ feedback and assess satisfaction Develops partnerships with external and internal customers and acts as a trusted advisor Commits significant resources and/ or time to improve performances or try something new and may push own management to provide “Customer Delight d. ENTREPRENEURIAL & STRATEGIC ORIENTATION: Takes personal ownership in company’s success and communicates a compelling vision and pride in the work of the company e. PLANNING & ANALYSIS: Maintains an awareness of the interrelationships among multiple activities in an area or project, planning work assignments and resource allocation accordingly Involves team in planning process and making it participative and collaborative h. TEAMWORK Values opinions and ideas and gives recognition to the contributions/ constraints of people from other functional areas and uses them to create win- win solutions Listens to all points of view and is open in sharing ideas and seeking help, looking for alternative ways to work with others to create better results Shows flexibility and willingness to encourage conflicting views and resolving differences, is sensitive to the impact of conflicts on relationships and view conflict as an opportunity towards improved working