*JOB DESCRIPTION** – CUSTOMER SUPPORT EXECUTIVE Company: SHOWOFFFF Role Overview The Customer Support Executive at SHOWOFFFF will be responsible for delivering exceptional customer service across multiple channels including calls, chats, emails, and social media. The role includes resolving customer queries, ensuring timely responses, and providing a smooth post\-purchase experience to enhance customer satisfaction and retention. Key Responsibilities Customer Interaction \& Issue Resolution
*Respond promptly to customer queries through calls, WhatsApp, chat, and email.** Resolve issues related to orders, payments, returns, exchanges, sizing, and shipping status. **Handle customer escalations with patience and professionalism.** Maintain a positive, empathetic, and professional attitude towards customers at all times. Order \& Ticket Management **Manage and track customer tickets using CRM or internal systems.** Coordinate with internal teams (warehouse, logistics, product, operations) for faster issue resolution. **Update customers with accurate order status, tracking details, and timelines. Quality \& Process** Ensure compliance with SLA, TAT, and company process guidelines. **Maintain detailed and accurate customer interaction records.** Identify repeat issues and escalate to concerned department for improvement. **Contribute ideas to improve customer experience and reduce complaints. Product \& Brand Knowledge** Maintain good knowledge of SHOWOFFFF products, styles, and policies. **Educate customers about product features, sizing, offers, and availability.** Suggest alternatives or solutions when products are out of stock.Additional Responsibilities **Assist in processing refunds, cancellations, and follow\-ups with logistics partners.** Support during sales, new launches, and high\-volume periods.
*Generate basic daily/weekly reports related to customer tickets and issue trends. Skills \& Qualifications Required** 0–3 years of experience in Customer Support, preferably in e\-commerce / fashion / retail.
*Strong verbal \& written communication skills in English and Hindi.** Ability to handle pressure and multitask in a fast\-paced environment.
*Good problem\-solving skills with a customer\-first mindset.** Basic knowledge of CRM tools, ticketing systems, or Excel. Preferred
*Experience in fashion/e\-commerce brands.** Knowledge of order management tools, WhatsApp Business, or Shopify backend. Key Performance Indicators (KPIs) **Customer Satisfaction Score (CSAT)** First Response Time (FRT) **Resolution Time \& Ticket Closure Rate** Quality of communication **Repeat complaint reduction**