Customer Relationship Executive

Company Description Warehouse By Mudita is a fashion-forward retail brand founded in 2016 by Mudita Jaipuria, focused on making designer wear accessible for everyday style enthusiasts. The company brings runway-inspired fashion to a broad audience by curating pieces from leading designers and offering them in a more approachable retail format. Warehouse hosts multiple fashion exhibitions across India, showcasing collaborations with renowned designers such as Shantanu & Nikhil, Tarun Tahiliani, Rohit Bal, Gaurav Gupta, and more. The brand emphasizes innovation, style, and inclusivity in fashion, inviting a diverse customer base to experience designer wear. Team members join a dynamic environment that values creativity, customer experience, and growth in the evolving retail landscape.

Key Responsibilities1. Customer Query Management

• Manage and respond promptly to customer inquiries received via WhatsApp, Instagram DMs, and CRM contact channels.
• Ensure all customer interactions are professional, timely, and aligned with the brand's tone of voice.
• Address customer queries related to events, registrations, product availability, orders, and general brand information.

2. Post-Sale Customer Support & Follow-Ups

• Serve as the primary point of contact for post-purchase customer concerns.
• Coordinate with designer teams regarding:
• Website order status updates.
• Alteration requests and post-event purchase queries.
• Follow up regularly with internal and designer teams to ensure timely issue resolution and high customer satisfaction.
• Maintain accurate records of customer interactions and follow-up activities.

3. CRM Call Handling & Event Registrations

• Handle inbound customer calls received through the CRM contact number.
• Register and assist interested customers for upcoming Warehouse by Mudita events.
• Share detailed information about event schedules, registration processes, and benefits of pre-registration.

4. CRM Data Management

• Update and maintain CRM query sheets and customer records.
• Ensure all customer interactions and resolutions are documented accurately for reporting and analysis.

5. Abandoned Cart Recovery

• Monitor abandoned carts on Shopify.
• Reach out to customers through appropriate communication channels to encourage purchase completion and address any concerns.

6. Refund Process Management

• Manage and update FMS refund processes for cancelled paid orders.
• Coordinate with relevant teams to ensure smooth and timely refund processing.

7. Website & Digital Operations

• Support website go-live activities during online sales and promotional events.
• Coordinate with Team Mojito for ongoing website operations and maintenance.
• Manage and engage with the Instagram Subscription Channel on a weekly basis.

Desired Skills & Qualifications

• Excellent verbal and written communication skills.
• Strong customer service orientation with problem-solving abilities.
• Experience handling social media platforms, especially Instagram and WhatsApp Business.
• Familiarity with CRM systems, Shopify, and customer support tools is preferred.
• Ability to multitask, prioritize, and manage follow-ups effectively.
• Strong organizational skills and attention to detail.
• Prior experience in fashion, retail, e-commerce, or luxury brands will be an added advantage.

Experience

• 1–3 years of experience in Customer Service, CRM, E-commerce Operations, or a similar role.

Why Join Us?

• Opportunity to work with leading designer brands.
• Dynamic and creative work environment.
• Exposure to fashion, retail, and experiential events.
• Growth opportunities within a fast-growing brand.