Customer Service Specialist

Gurgaon, NCR (On-Site)

Full-Time | 6 Days/Week

Craft & Glory is Indias homegrown heritage brand for uncompromising leather footwear and goods built with the intention of lasting decades, not seasons.

We are not a mass-market company. We obsess over materials, craftsmanship, and authenticity, creating products that stand alongside the worlds most respected heritage brands.

Our ambition is simple but bold: build a globally admired premium brand from India.

To do that, we need exceptional people not just employees.

This role is for individuals who take pride in doing things properly.

You are articulate, composed under pressure, detail-oriented, and naturally inclined to help people. You dont treat customer service as a script-driven job you treat it as relationship building, problem solving, and brand stewardship.

You will become the trusted human interface between Craft & Glory and a discerning customer base that expects competence, honesty, and professionalism.

• You will not read from scripts
• You will not be handling anonymous ticket queues
• You will be trusted with real ownership and judgment
• You will work directly with founders and core leadership
• You will develop deep expertise in premium products and customer psychology
• Your decisions will shape how customers perceive the brand.
  

Customer Advisory & Relationship Building

• Guide customers in selecting products suited to their needs
• Handle inquiries across WhatsApp, phone, and email with clarity and professionalism
• Build trust through honest, knowledgeable communication
• Convert uncertainty into confident purchasing decisions

Issue Resolution & Ownership

• Manage concerns, complaints, and complex situations with calm and empathy
• Take full ownership until resolution no handoffs, no deflection
• Uphold brand standards even in difficult conversations

Product Mastery

• Develop expert-level knowledge of our footwear and leather goods
• Advise on sizing, fit, care, repairs, and long-term use
• Represent the craftsmanship and philosophy behind each product

Operational Coordination

• Track orders through production and delivery
• Coordinate with internal teams to ensure commitments are met
• Proactively communicate updates to customers

Insights & Continuous Improvement

• Identify patterns in customer feedback
• Provide thoughtful input to improve processes and products
• Help shape the evolving customer experience at Craft & Glory
  

Essential

• Exceptional written and verbal communication in English (Hindi strongly preferred)
• Professional composure and emotional intelligence
• Strong sense of responsibility and ownership
• Attention to detail and follow-through
• Ability to learn complex product information quickly
• Comfort working on-site in Gurgaon, six days per week

Highly Valued

• Experience with premium brands, direct-to-consumer, retail, product experience
• Strong problem-solving ability and sound judgment
• Interest in craftsmanship-driven products
• Experience handling discerning or high-expectation customers
  

• Direct exposure to founders and strategic decision-making
• A front-row seat to building a global-quality brand from India
• Deep understanding of customer psychology and premium retail
• Real responsibility early in your career
• Significant growth opportunities as the company scales