Customer Service Representative
Lea Clothing Co.
Noida, Uttar Pradesh, India7h agovia LinkedIn
About the Role
Lea Clothing Co. is a sustainable fashion brand for young Indian consumers, dedicated to celebrating bodies of all shapes and sizes. The brand designs clothing for individuals who value boldness, confidence, and challenging the status quo. Lea’s collections are built on three core pillars: body positivity, sustainability, and size inclusivity. The company is mission-driven and committed to thoughtful design and a more inclusive fashion industry.
This is a full-time, on-site Customer Service Representative role based in Noida.
Key Responsibilities
- Respond to customer inquiries across channels such as email, phone, and social media.
- Provide clear information on products, orders, shipping, and returns.
- Track and resolve customer issues.
- Coordinate with the back-end team for end-to-end processing of returns and exchanges.
- Track and upload customer reviews, with appropriate resolution for customers who have left negative reviews.
- Follow up with customers for re-shipment of RTO (Return To Origin) orders.
- Proactively coordinate to minimize NDR (Non Delivery Report) cases.
- Update all necessary sheets.
- Conduct daily check-ins for sheet updates by the team, ensuring everything is in order for the weekly check-in.
- Identify issues with existing processes and implement necessary solutions.
- Perform Shopify related tasks to improve customer experience, including order edits, policy changes, product, and inventory updates.
- Raise and resolve issues occurring with third-party applications.
- Prepare summaries of major issues raised by customers.
Key Performance Indicators (KPIs)
- Return/Exchange Query Resolution Time
- Customer Response Turnaround Time (TAT) across different communication channels
- Same-Day Query Resolution Percentage
- Revenue Generated through Sales Assistance
- Positive Review Uploads
- Net Promoter Score (NPS)
All assigned daily tasks are expected to be completed within 1–2 business days.
Requirements & Tech Stack
- Utilize tools like Spur/Techmonk or similar platforms for customer query resolution.
- Experience with tools/platforms like Nitro or similar for sales assistance.
- Proficiency with Shopify for customer experience improvements.
- Experience with third-party applications.