Customer Service Specialist

Company Description

Genes Lecoanet Hemant is a contemporary ready-to-wear lifestyle brand that blends effortless silhouettes with refined design and modern sensibilities. Rooted in the legacy of Lecoanet Hemant, the brand caters to globally inspired individuals seeking elevated everyday fashion. With a strong focus on quality, craftsmanship, and detail, Genes offers versatile collections designed for the modern wardrobe across both D2C and omnichannel platforms.

Role Overview

We are looking for a Customer Service Specialist to deliver a seamless and elevated customer experience across all touchpoints. This role requires strong ownership of customer interactions, ensuring timely resolution of queries while maintaining the brand’s premium service standards.

Key Responsibilities

• Manage end-to-end customer interactions across chat, email, and calls
• Handle customer queries, complaints, returns, and order-related issues efficiently
• Work extensively on Shopify backend for order management and customer support
• Ensure high levels of customer satisfaction and experience
• Maintain professional communication aligned with a premium/luxury brand tone
• Coordinate with internal teams (operations, logistics, marketing) for quick resolutions
• Track and improve customer service KPIs

Qualifications & Skills

• Proven experience in Customer Service / Customer Support (fashion or retail preferred)
• Hands-on experience with Shopify (mandatory)
• Strong communication skills (written & verbal) with excellent phone etiquette
• Good understanding of fashion, styling, and customer expectations (must-have)
• Strong problem-solving and conflict resolution abilities
• Ability to work in a fast-paced, detail-oriented environment
• Familiarity with CRM tools and Microsoft Office Suite

Additional Requirement

• Immediate joiners or candidates with a maximum 15-day notice period are preferred.