Customer Relations Associate (Pre & Post Sales)

Role Overview:

Manage the end-to-end customer journey from initial enquiry to post-purchase supportensuring a seamless, reliable, and positive experience for parents and caregivers.

Key Responsibilities:

• Handle inbound pre-sales queries via phone, email, and digital channels, guiding customers on appropriate product selection
• Ensure high levels of customer satisfaction, retention, and repeat engagement
• Maintain accurate and up-to-date customer records in the CRM system
• Collaborate with the sales team to support conversions and upsell opportunities
• Manage post-sales queries including order tracking, returns, exchanges, and refunds
• Resolve customer complaints and escalations professionally within defined SLAs
• Coordinate with internal teams such as operations, logistics, and warehouse for timely issue resolution
• Capture customer feedback and share insights to improve processes and service quality

Requirements:

• 4 years of experience in pre-sales, post-sales, customer support, or inside sales preferably in a luxury /premium industry
• Strong communication, problem-solving, and relationship management skills
• Experience in ecommerce or consumer products is preferred
• Detail-oriented, customer-focused, and comfortable working in a fast-paced environment