Customer Support Executive

Sötbella; Dadri; On-site; INR 280,000 - 420,000; Full time

Job summary

Sotpella is seeking a proactive Customer Support Executive for its fashion-forward team in Noida. You will be the voice of the brand, handling inquiries, resolving order issues, and guiding customers through returns, exchanges, and refunds with a focus on style and service.

You will use your fashion knowledge, strong communication skills, and CRM experience to ensure an exceptional customer experience across all touchpoints and helpdrive customer satisfaction in line with the Sotbella tone.

Qualifications

• Bachelor's degree in Fashion, Communication, Business or related field.
• 1–3 years of experience in customer service, preferably in fashion or e-commerce.
• Excellent written and spoken communication skills.
• Familiarity with CRM or helpdesk tools.

Responsibilities

• Handle inquiries via email, phone, chat, and social channels.
• Provide accurate product information including fabrics, sizing, and styling guidance.
• Assist customers with orders, shipping updates, returns, exchanges, and refunds.
• Coordinate with warehouse, logistics, design, and merchandising teams to resolve issues.
• Maintain detailed records of interactions in the CRM system.

Skills

Excellent communication

Fashion sense

Product knowledge

multitask

Shift flexibility

Education

Bachelor's degree in Fashion, Communication, Business

Tools

CRM/helpdesk tools

Job description

Job Title: Customer Support Executive – Fashion Industry

Location: Noida sec 88

Department: Customer Experience / Customer Service

Employment Type: Full-Time

About Sotbella:

Sotbella is a new-age fashion and lifestyle brand committed to celebrating individuality, self-expression, and affordable luxury. With trend-forward collections and a strong focus on quality, creativity, and customer experience, Sotbella is quickly emerging as a favorite among Gen Z and millennial audiences. Our mission is to empower bold, confident, and fashion-forward individuals by bringing global fashion trends to their doorstep.

Job Summary:

We are looking for a proactive and fashion-savvy Customer Support Executive to join our growing team. You will be the voice of the brand, delivering an exceptional customer experience across all touchpoints. Your responsibilities will include handling product inquiries, resolving order issues, assisting with returns or exchanges, and ensuring customer satisfaction in alignment with the brand’s tone and style.

This role requires a strong understanding of fashion trends, sizing, fabrics, and e-commerce operations, along with excellent communication and interpersonal skills.

Key Responsibilities

• Handle customer inquiries via email, phone, chat, and social media channels in a prompt and professional manner.
• Provide accurate product information including fabric details, sizing guidance, availability, and styling suggestions.
• Assist customers with order placement, shipping updates, returns, exchanges, and refund requests.
• Coordinate with internal teams (warehouse, logistics, design, merchandising) to resolve customer concerns.
• Maintain detailed records of customer interactions in the CRM system.
• Monitor customer reviews, complaints, and feedback to identify trends and recommend improvements.
• Ensure all customer interactions reflect the brand’s tone, aesthetics, and values.
• Support post-sales engagement to increase customer retention and satisfaction.

Requirements

• Bachelor's degree in Fashion, Communication, Business, or related field.
• 1–3 years of experience in customer service, preferably in the fashion or e-commerce industry.
• Excellent communication skills—written and verbal.
• Strong fashion sense and product knowledge (fabrics, fits, sizes, styling).
• Familiarity with CRM or helpdesk tools.
• Ability to multitask, prioritize, and work in a fast-paced environment.
• Flexibility to work on shifts, weekends, or holidays when needed.