Experienced Customer Service Representative - E-commerce & DTC Brands

Unlock Your Career Potential with THOB.com, The House Of Brands

Join our dynamic team as a Customer Service Representative and be an integral part of our mission to revolutionize the Direct-to-Consumer (DTC) e-commerce landscape. At THOB.com, we're passionate about creating, launching, scaling, and flipping innovative brands that disrupt the market. As a startup studio based in Mumbai, we're committed to fostering a culture of creativity, collaboration, and continuous growth.

About Us

THOB.com is a trailblazer in the e-commerce industry, known for its bold approach to brand-building and customer satisfaction. Our portfolio boasts a diverse range of DTC brands, each with its unique identity and customer engagement strategy. As a Customer Service Representative, you'll have the opportunity to work across multiple brands, honing your skills and expertise in a fast-paced and ever-evolving environment.

Job Overview

This is a full-time on-site role based in Mumbai, where you'll be responsible for delivering exceptional customer experiences across our DTC brands. As a Customer Service Representative, you'll be the primary point of contact for customers, addressing their queries, concerns, and feedback via email, social media, and other channels. Your expertise and dedication will play a vital role in shaping our brand reputation and driving customer loyalty.

Key Responsibilities

• Customer Support via Email & Social Media CRM:
  • Respond promptly to customer queries and concerns through email and social media platforms, ensuring timely resolutions and follow-ups.
  • Utilize our CRM tool to manage tickets, track issues, and analyze customer interactions.
  • Escalate complex concerns to relevant teams, ensuring seamless issue resolution.
• Engagement & Communication:
  • Handle product-related inquiries, order tracking, refunds, and general queries with professionalism and empathy.
  • Proactively engage with customers on social media comments, direct messages, and reviews, fostering a positive brand image.
  • Develop and maintain a deep understanding of our products and services to provide accurate and helpful information to customers.
• Problem-Solving:
  • Resolve product or service complaints efficiently by identifying the issue, explaining solutions, and escalating complex concerns when needed.
  • Demonstrate a customer-centric mindset, prioritizing customer satisfaction and loyalty.
• Customer Feedback Management:
  • Gather customer feedback and share insights with the internal team to improve services and processes.
  • Analyze customer feedback to identify trends and areas for improvement.
• Maintain Brand Voice:
  • Communicate clearly, concisely, and in alignment with the brand's tone and values across all platforms.
  • Ensure consistency in brand messaging and customer experience.

Requirements & Qualifications

To excel in this role, you'll need:

• Prior experience in customer care, preferably in e-commerce (1-2 years), with a proven track record of delivering exceptional customer experiences.
• Proficiency with email support tools (like Zendesk, Freshdesk, or similar CRMs) and social media platforms (Instagram, Facebook, Twitter, etc.).
• Excellent written communication skills with impeccable grammar and attention to detail.
• Strong problem-solving abilities and a customer-centric mindset, with the ability to multitask, prioritize, and manage time effectively.
• A passion for delivering outstanding customer service and a willingness to learn and grow with our company.

Preferred Qualifications

• Experience working with DTC brands or in the e-commerce industry.
• Familiarity with CRM tools and social media management software.
• Knowledge of customer service metrics and KPIs.

What We Offer

At THOB.com, we're committed to providing a supportive and inclusive work environment that fosters growth and development. As a Customer Service Representative, you'll enjoy:

• A competitive salary and benefits package.
• Opportunities for career growth and professional development.
• A dynamic and collaborative work environment with a passionate team.
• Access to training and resources to help you excel in your role.
• A culture that values innovation, creativity, and customer satisfaction.

Our Work Culture

We're a team of innovators, thinkers, and creatives who are passionate about building brands that make a difference. Our work culture is centered around collaboration, continuous learning, and customer satisfaction. We believe in empowering our team members to take ownership and drive growth, and we're committed to providing a supportive and inclusive environment that fosters success.

Join Our Team!

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we'd love to hear from you. Even if you feel you're not a perfect match, we encourage you to apply. We're looking for talented individuals who share our values and are excited about the opportunity to join our friendly team.

Don't miss this chance to be part of a dynamic team that's shaping the future of e-commerce. Apply now and take the first step towards a rewarding career with THOB.com!