Process Associate

We are a well-established ethnic fashion brand with a strong offline retail presence and a rapidly growing e-commerce platform. We cater to customers across India and internationally, offering sarees, jewellery, kidswear, and other ethnic products. Our brand stands for quality, trust, and exceptional customer satisfaction.

Role Overview

The Process Associate Customer Relations (CR) will be responsible for managing customer interactions across digital channels and converting inquiries into confirmed sales. The role focuses on relationship building, assisting customers in purchase decisions, and ensuring a seamless end-to-end online shopping experience.

Key Responsibilities

• Handle customer inquiries via calls, WhatsApp, live chat, and email in a timely and professional manner
• Convert inquiries into confirmed orders through structured follow-ups
• Assist customers with product selection, pricing details, offers, and availability
• Upsell and cross-sell relevant products to maximize sales opportunities
• Share accurate order updates and provide post-sales assistance
• Coordinate with warehouse and dispatch teams to ensure smooth order fulfillment
• Maintain proper records of customer interactions in CRM/internal systems
• Ensure high levels of customer satisfaction and repeat business

Required Skills & Qualifications

• Graduate (minimum qualification)
• Prior experience in customer relationship management, inside sales, or e-commerce (fashion/retail preferred)
• Strong verbal and written communication skills
• Good negotiation and persuasion abilities
• Proficiency in typing and professional email drafting
• Comfortable using WhatsApp Business, email platforms, and CRM tools
• Customer-focused mindset with problem-solving skills