Customer Sales Exectuive

We are seeking a highly motivated Customer Sales Executive with excellent product knowledge, strong system skills, and a passion for luxury fashion. The ideal candidate will handle both retail and e-commerce customer interactions, resolve queries efficiently, recover abandoned carts through proactive outreach, and contribute to overall business growth. This role requires a blend of premium customer service, sales acumen, and technical proficiency across retail and e-commerce systems.

Key Responsibilities

Customer Service & Sales

• Deliver exceptional customer support across retail stores and e-commerce channels, ensuring a premium luxury experience.
• Provide expert product knowledge, including craftsmanship, materials, sizing, and brand heritage.
• Support customers with styling advice, product recommendations, cross-selling, and up-selling opportunities.

Query Management

• Manage and resolve customer queries regarding product details, orders, payments, returns, exchanges, and delivery concerns.
• Work closely with internal teams—logistics, warehouse, retail, CRM, and e-commerce operations—to resolve escalations promptly.
• Maintain accurate and timely documentation of interactions within system tools.

Abandoned Cart & Proactive Outreach

• Contact customers with abandoned carts through phone, email, WhatsApp, or chat to encourage purchase completion.
• Identify customer needs during outreach and offer suitable alternatives or styling options.
• Track outreach performance and conversion metrics using internal systems.

Retail & E-commerce System Support

• Demonstrate strong system knowledge, including CRM, POS, ERP, and e-commerce order management platforms.
• Manage online orders—confirmations, follow-ups, cancellations, and special requests—using system tools efficiently.
• Stay updated on inventory, promotions, and new collections through system dashboards and internal tools.

Business Growth & Insights

• Analyze customer patterns and feedback to suggest improvements in service, merchandising, and product offerings.
• Identify opportunities to enhance customer satisfaction and drive both retail and online sales.
• Assist the team in achieving monthly and quarterly sales targets across all channels.

Delivery Success, NDR & RTO Management:

• Proactively track Non-Delivery Reports (NDRs) and coordinate with customers and logistics partners to facilitate successful deliveries.
• Follow up on delayed, unsuccessful, and reattempted deliveries to minimize Return to Origin (RTO).
• Validate delivery-related concerns, including incorrect addresses, unreachable customers, and delivery preferences.
• Maintain daily tracking of NDR resolution, delivery success rates, and RTO trends.
• Coordinate with logistics and warehouse teams to resolve recurring delivery issues and improve customer satisfaction.

Qualifications & Skills

• Proven experience in customer service or sales, ideally within luxury fashion or premium retail.
• Excellent communication skills with a refined, customer-centric approach.
• Strong system knowledge across CRM, POS, ERP, and e-commerce platforms.
• Skilled in multitasking, handling high-volume interactions, and maintaining attention to detail.
• Passion for luxury fashion, trends, styling, and brand storytelling.
• Ability to work flexible schedules during weekends, holidays, and peak retail periods.

Personal Attributes

• Warm, polished, and service-oriented demeanour.
• Proactive, organized, and adaptable with a growth mindset.
• Target-driven and committed to continuous improvement.
• Strong ownership of customer issues, with a focus on timely resolution and closure.
• Consistent in follow-ups, reporting, and meeting defined performance targets.