Customer Care Executive

Company Name: FAABIIANA
Location: Delhi
Job Code: FB:JP:0104
Experience Required: Minm. 4 years
Designation: Executive
Highest Education: Graduation Full time
Work Type: Full time
Job Type: Onsite
Industry: Textile/Fashion
Role: Customer Care
Role Overview:
The Customer Care Representative in the Textile & Fashion Industry plays a pivotal role in ensuring
customer satisfaction and maintaining positive relationships with clients. With a strong background
in textile industry knowledge, this role requires excellent communication skills, attention to detail,
and problem-solving abilities to address customer inquiries, resolve issues, and provide exceptional
service.
Responsibilities:
Act as the primary point of contact for customers, providing assistance, information, and
support regarding products, orders, and services.
Engage with customers via multiple channels including phone, email, and live chat to address
inquiries promptly and professionally.
Build. rapport and maintain long-term relationships with customers by understanding their
needs and preferences.
Manage the end-to-end order process, including order placement, tracking, and resolution of
any issues or delays.
Ensure accuracy in order details, pricing, and delivery timelines, coordinating with internal
teams such as sales, production, and logistics.
Demonstrate a deep understanding of the company's textile and fashion products, including
materials, designs, and manufacturing processes.
Provide product recommendations and guidance to customers based on their requirements
and preferences.
Address customer concerns, complaints, and escalations in a timely and effective manner,
striving to achieve swift resolutions and customer satisfaction.
Investigate root causes of issues and collaborate with relevant departments to implement
corrective actions and prevent recurrence.
Maintain clear and consistent communication with customers throughout the resolution
process, keeping them informed of progress and expected timelines.
Follow up with customers after issue resolution to ensure satisfaction and gather feedback
for continuous improvement.
Keep detailed records of customer interactions, inquiries, and resolutions in the CRM system.
Generate reports on customer feedback, trends, and satisfaction levels to identify areas for
improvement and inform strategic decision-making.
Qualifications:
Education: Bachelor's degree in a relevant field such as Business Administration, Marketing, or
Textile Engineering.
Experience: Minimum of 4 years of experience in customer service or Customer Care roles, preferably
in the textile and fashion industry. Direct experience in textile manufacturing, sourcing, or sales is
highly desirable.
Skills:
Excellent communication skills, both verbal and written.
Strong interpersonal skills with the ability to build rapport and trust with customers.
Problem-solving abilities and a proactive approach to addressing customer issues.
Attention to detail and accuracy in order processing and documentation.
Proficiency in CRM software and Microsoft Office applications.
Flexibility to adapt to changing priorities and work in a fast-paced environment.
Additional Attributes:
Passion for textiles and fashion with a keen eye for trends and industry developments.
Empathy and patience in dealing with customer concerns and inquiries.
Ability to work effectively in a team environment and collaborate with cross-functional
teams.
Willingness to continuously learn and expand knowledge of products and industry best
practices,