Senior Customer Service Representative

We are seeking an experienced Senior Customer Support Executive to manage customer interactions for our USA-based apparel business. The ideal candidate will handle inbound and outbound customer calls, resolve returns and exchange requests, and provide accurate support regarding custom apparel orders. This role requires strong communication skills, leadership ability, and a deep understanding of apparel workflows.

Key Responsibilities

• Handle high-volume inbound and outbound calls from USA customers professionally
• Resolve customer issues related to orders, shipping, returns, refunds, and exchanges
• Manage return merchandise authorization (RMA) processes end-to-end
• Provide support for customized apparel orders (logos, embroidery, screen printing, sizing, colors)
• Coordinate with production, warehouse, and logistics teams to resolve order discrepancies
• Ensure SLA compliance and high customer satisfaction (CSAT)
• Handle escalated customer complaints and provide effective resolutions
• Maintain accurate records in CRM systems (Zendesk, Freshdesk, Salesforce, etc.)
• Guide and mentor junior support representatives
• Identify process gaps and suggest improvements to reduce returns and complaints
• Follow USA customer service standards and compliance policies

Required Skills & Qualifications

• 4+ years of experience in customer support, preferably in USA apparel or e-commerce
• Strong spoken and written English with a neutral or American accent preferred
• Hands-on experience handling calls, emails, and live chat
• Solid understanding of apparel sizing, fabrics, printing methods, and customization workflows
• Expertise in returns, refunds, and exchange handling for US customers
• Familiarity with US shipping carriers (UPS, FedEx, USPS)
• Experience using CRM and order management systems
• Strong problem-solving and conflict-resolution skills
• Ability to work independently during US time zones

Preferred Qualifications

• Experience supporting custom apparel brands, promotional products, or print-on-demand businesses
• Knowledge of Shopify, WooCommerce, or Magento platforms
• Previous team lead or senior-level support role
• Understanding of chargebacks and dispute handling

Key Performance Indicators (KPIs)

• First Call Resolution (FCR)
• Customer Satisfaction Score (CSAT)
• Average Handle Time (AHT)
• Return & Refund Resolution Time
• Escalation Rate

Why Join Us?

• Work with a growing USA apparel brand
• Competitive salary + performance bonuses
• Professional growth and leadership opportunities
• Collaborative and customer-focused environment

Job Type: Full-time

Pay: Rs150,000.00 - Rs250,000.00 per month

Work Location: In person