Customer Service Executive

Primary Role Objective:
To ensure prompt, empathetic, and accurate handling of customer interactions via chat, call, and social media, while managing post-purchase processes such as returns, exchanges, replacements, and repairs in line with SLA and TAT commitments.


Key Responsibilities

1. Chat Ticket Management & SLA Compliance

Respond to customer chat tickets within SLA.

Follow up via reminders or calls to ensure closure of unresolved tickets.

2. Call Ticket Management & SLA Compliance

Handle inbound and follow-up calls within SLA.

Escalate and resolve pending issues promptly.

3. Website Returns, Exchanges & Replacements Processing

Process customer return, exchange, and replacement requests within defined turnaround times.

4. Social Media Escalation Handling

Address customer concerns on platforms such as Twitter, Instagram, and LinkedIn.

Resolve issues and encourage customers to revise or remove negative comments.

5. Customer Service Ticket Data Maintenance

Maintain updated ticket tracking sheets.

Monitor all open tickets to ensure SLA compliance.

6. Replacement & Exchange Dispatch Follow-up

Coordinate with warehouses for timely dispatch of replacement and exchange orders.

Inform customers proactively in case of delays.

7. Spare Parts Dispatch Monitoring

Track and follow up on spare parts shipments.

Update customers on any delays in delivery.

8. Repair Order Tracking

Monitor repair dispatch timelines.

Coordinate with warehouses and provide customers with status updates.

9. Defective Product Reporting

Report defective or damaged products with supporting images and purchase details in the internal group for resolution.

10. Escalation Management

Discuss sensitive or complex escalations with the Reporting Manager.

Ensure complete resolution to prevent repeat issues.

11. Customer Review Follow-up

Request customer feedback and reviews post-resolution to improve service ratings.

12. Communication Quality Enhancement

Use ChatGPT to refine customer responses for empathy, clarity, and effective resolution delivery.

About Nasher Miles
We are a pioneering travel brand known for our aspirational style and innovative approach to high-quality travel gear. Our commitment to excellence shines through our customer-centric focus and growth mindset, driving us to create a meaningful impact and redefine travel experiences. As leaders we are omnipresent across marketplaces, we set the standard for excellence with our unmatched quality and cutting-edge designs which elevates the fashion quotient of the Indian traveller.


Why Choose Nasher Miles?

At Nasher Miles, we don’t just fill positions—we unlock potential. Our Unpack You commitment is a testament to our dedication to nurturing talent, supporting growth, and achieving greatness together. Here, you will find a career that grows with you, a culture that values your contributions, and a community that supports your journey.