Online Sales Consultant

Job Description: E-commerce & Omnichannel Executive – Luxury FashionPosition

E-commerce & Omnichannel Executive

Industry

Luxury Fashion | Designer Wear | Premium Apparel

Job Summary

We are looking for a proactive and detail-oriented E-commerce & Omnichannel Executive to manage the end-to-end customer journey across multiple online touchpoints for luxury fashion brands remotely. The ideal candidate will ensure seamless operations across e-commerce platforms, social commerce, customer support, CRM, order fulfillment, and brand experience while maintaining the highest standards of luxury customer service.

Key Responsibilities
Omnichannel Customer Experience

• Handle customer queries across WhatsApp, Instagram, Facebook, Email, Website Chat, and Phone.
• Provide personalized styling assistance and product recommendations.
• Ensure consistent luxury customer experience across all communication channels.

Order Management

• Process orders from website, social media, and offline channels.
• Coordinate with warehouse and logistics partners for timely dispatches.
• Track shipments and proactively communicate order updates.
• Handle exchanges, returns (as per brand policy), cancellations, and delivery issues.
  

CRM & Customer Retention

• Follow up on abandoned carts, payment failures, and wishlists.
• Build strong customer relationships through personalized communication.
• Execute post-purchase follow-ups and collect customer feedback.

Sales & Marketing Support

• Assist in planning and executing campaigns, launches, exhibitions, and sales.
• Coordinate WhatsApp broadcasts, email campaigns, and promotional activities.
• Share insights on customer preferences and buying trends.
  

Required Skills

• Shopify or other e-commerce platform experience
• Omnichannel customer support
• CRM management
• Excellent verbal and written communication
• Strong organizational and multitasking skills
• Luxury customer service mindset
• Inventory and order management
• MS Excel / Google Sheets proficiency
• Attention to detail
• Problem-solving abilities

Preferred Qualifications

• 6 months – 2 years of experience in luxury fashion, designer wear, premium retail, or e-commerce.
• Experience with Shopify, Meta Business Suite, WhatsApp Business API/WATI, Shiprocket/Delhivery, and CRM tools.
• Understanding of luxury fashion retail and customer expectations.

Key Performance Indicators (KPIs)

• Customer response time (within 15 minutes during business hours)
• Order processing accuracy
• Customer satisfaction (CSAT)
• Website conversion support
• Cart recovery rate
• Repeat customer rate
• On-time order fulfillment
• Inventory accuracy
• CRM follow-up completion
• Sales generated through assisted selling

What We're Looking For

• Passion for luxury fashion and premium customer experiences.
• Strong ownership and accountability.
• Excellent interpersonal and relationship management skills.
• Ability to thrive in a fast-paced, high-touch luxury environment.
• A customer-first approach with meticulous attention to detail.

This role is ideal for someone who enjoys combining e-commerce operations, customer relationship management, assisted selling, and omnichannel retail to create an exceptional luxury shopping experience.