Customer Support & Phone Sales Executive - Fashion E-commerce

We are looking for an experienced and customer\-focused **US Fashion E\-commerce Customer Support \& Phone Sales Executive** to join our team.

The ideal candidate must have previous experience working with an international fashion, clothing, or apparel brand and must have personally handled US customers over phone calls.

This role involves managing inbound and outbound calls, assisting customers with their orders, checking product availability, providing shipping and delivery updates, resolving customer concerns, and recommending products to improve customer satisfaction and generate sales.

We are looking for someone with excellent spoken English, strong customer\-handling skills, a sales\-oriented mindset, and practical knowledge of e\-commerce order management and shipping processes.

• *Important: Candidates with only general customer service or domestic Indian customer support experience will not be considered. Previous US customer\-handling experience and international fashion/apparel industry experience are essential.**

Key Responsibilities1\. Inbound \& Outbound Customer Calls

• Handle incoming and outgoing customer calls using Quo (formerly OpenPhone).
• Assist US customers with order\-related questions, product inquiries, and purchase concerns.
• Verify customer details, order numbers, shipping addresses, and other relevant information.
• Make outbound calls to customers using the database and contact information provided by the company.
• Follow up with customers regarding pending orders, delivery issues, and unresolved concerns.

2\. Order \& Product Support

• Check product availability, sizes, colors, and other product details.
• Provide accurate order status and delivery updates.
• Assist customers with order modifications and other purchase\-related requests, following company policies.
• Help customers understand product information and recommend suitable alternatives when their preferred product is unavailable.
• Coordinate with internal teams to resolve order\-related issues.

3\. Shipping \& Delivery Management

• Check shipment status and provide accurate tracking information.
• Handle customer inquiries regarding delayed, missing, or undelivered shipments.
• Understand shipping processes, carrier tracking, delivery timelines, and fulfillment procedures.
• Coordinate with shipping and fulfillment teams to investigate delivery issues.
• Assist with shipping\-related complaints and provide timely updates to customers.
• Maintain proper records of shipping complaints and follow\-ups.

4\. Customer Retention \& Refund Prevention

• Handle dissatisfied and angry customers professionally.
• Understand customer concerns and offer appropriate solutions.
• Attempt to retain customers by recommending alternatives, exchanges, or other suitable resolutions within company policies.
• Help reduce unnecessary cancellations, refunds, and chargebacks through effective communication and problem\-solving.
• Maintain a professional and positive customer experience throughout every interaction.

5\. Phone Sales \& Upselling

• Identify opportunities to recommend relevant products during customer interactions.
• Help customers find suitable dresses, sizes, styles, and alternatives.
• Convert customer inquiries into successful purchases wherever appropriate.
• Use consultative selling techniques without pressuring customers.
• Work toward sales, customer satisfaction, and call\-handling performance targets as established by management.

6\. CRM \& Customer Support Systems

• Maintain accurate records of customer conversations, order updates, and follow\-ups.
• Use CRM and e\-commerce platforms to access customer and order information.
• Follow established calling scripts, workflows, and customer service procedures.
• Ensure all customer interactions are documented properly.

Mandatory Requirements

• Minimum 2–4 years of experience in customer support, customer retention, or phone sales.
• Must have previously worked with an **international fashion, clothing, apparel, or women's fashion e\-commerce brand**.
• Must have hands\-on experience handling **US\-based customers over phone calls**.
• Previous experience supporting the US market or working for a US\-based/international company is essential.
• Practical experience handling order inquiries, order tracking, shipping delays, returns, exchanges, and refund\-related concerns.
• Must understand shipping and fulfillment processes and have experience using shipment tracking systems or shipping platforms.
• Experience with Shopify or another e\-commerce order management platform.
• Excellent spoken English with a clear, confident, and professional phone manner.
• Strong objection\-handling, customer retention, and problem\-solving skills.
• Comfortable handling both inbound and outbound calls.
• Willingness to work the complete US Pacific Time schedule from the Mohali office.
• Ability to work independently and handle difficult customer conversations without unnecessary call transfers.

Preferred Skills \& Tools

Candidates with experience in the following tools will have an advantage:

• **E\-commerce:** Shopify, Shopify Admin, order management systems.
• **Customer Support/CRM:** Gorgias, Zendesk, Freshdesk, Intercom, Salesforce.
• **Calling Platforms:** Quo (formerly OpenPhone), Aircall, RingCentral, or similar systems.
• **Shipping \& Fulfillment:** ShipStation, Shippo, AfterShip, Easyship, or carrier tracking portals.
• **Shipping Carriers:** USPS, UPS, FedEx, DHL, or similar US shipping providers.

Experience with Gorgias or similar e\-commerce customer support CRM platforms is an added advantage.

Working Schedule

• Monday to Friday.
• 9:00 AM to 5:00 PM Pacific Time (PST/PDT, depending on the season).
• This is an overnight shift in India, and candidates must be comfortable following the complete US Pacific Time schedule.
• On\-site position at our Mohali office.

Calling Platform \& Training

• Quo (formerly OpenPhone) will be used for inbound and outbound calls.
• The company will provide the customer database and relevant contact information for outbound calling. Independent lead generation is not required.
• The first day will primarily involve onboarding and training through recorded video materials, followed by a one\-on\-one session covering processes, tools, and expectations.
• The initial three days will include training videos, system familiarization, and guided live\-call practice.
• Candidates are expected to start handling calls from the second day with guidance and support.
• Management will finalize performance metrics and potential sales targets, with further details communicated during onboarding.

What We Are Looking For

We want someone who can confidently speak with US customers, understand their concerns, provide accurate information about clothing orders and shipping, and turn customer interactions into positive experiences and potential sales.

• *Please apply only if you have previous US customer phone support experience and have worked with an international fashion, apparel, or clothing brand.**

Pay: ₹30,000\.00 \- ₹35,000\.00 per month

Application Question(s)

• Have you personally handled US\-based customers over inbound or outbound phone calls?
• Do you have hands\-on experience handling shipping, delivery tracking, delayed shipments, missing packages, or fulfillment\-related customer complaints?
• Have you personally worked with Shopify or another e\-commerce platform to check customer orders, product availability, returns, or refunds?
• Have you handled refund prevention, customer retention, or upselling over phone calls?
• Are you comfortable handling both inbound and outbound calls with US customers and independently managing angry or dissatisfied customers?

Experience

• International voice process: 1 year (Required)
• Clothing Brands: 1 year (Required)
• Night Shift : 1 year (Required)

Work Location: Remote