Overview
Customer Service Representative Jobs in Delhi, India at VegNonVeg
Title: Customer Service Representative
Company: VegNonVeg
Location: Delhi, India
About VegNonVeg
Website: www.vegnonveg.com
VegNonVeg represents the coming together of different perspectives and tastes, united by a shared love for sneakers. As India's first multi-brand sneaker destination, VegNonVeg has played a pioneering role in shaping the country's sneaker and street culture landscape.
To us, sneakers have always been more than just footwear. They sit at the intersection of art, music, fashion, and self-expression. VegNonVeg is committed to building and nurturing India's own sneaker culture by creating spaces and experiences that go beyond retail.
Our stores are more than just places to shop. They serve as venues for music, platforms for art, spaces for dialogue, and hubs of cultural influence. We offer a carefully curated selection of sneakers ranging from timeless classics and heritage silhouettes to modern performance-driven designs and limited-edition collaborations. Alongside footwear, we also curate apparel, books, vinyl records, and art that reflect and celebrate contemporary culture.
As we continue to grow, we are looking for individuals who are passionate about culture, community, and delivering exceptional experiences to every customer who interacts with the VegNonVeg brand.
Role Summary
VegNonVeg is looking for a Customer Success Executive who is passionate about delivering exceptional customer experiences and building long term customer relationships. The ideal candidate will act as the voice of the customer, ensuring that every interaction reflects the brand's commitment to service excellence.
This role requires an individual who is empathetic, solution oriented, and capable of understanding customer concerns while working collaboratively with internal teams to drive resolutions. The successful candidate will be responsible for handling customer interactions across multiple channels, resolving issues efficiently, and contributing to a seamless customer journey.
Key Responsibilities
Customer Support & Query Resolution
- Handle customer queries through email, chat, social media platforms, and other support channels.
- Respond to customer concerns in a timely, professional, and empathetic manner.
- Investigate and resolve customer complaints while ensuring a positive customer experience.
- Manage customer escalations and coordinate with relevant teams to ensure effective resolution.
- Provide accurate information regarding products, orders, deliveries, returns, exchanges, and company policies.
Customer Experience Management
- Identify customer needs and proactively provide appropriate solutions.
- Build and maintain strong relationships with customers through transparent and engaging communication.
- Deliver a high standard of customer satisfaction across all touchpoints.
- Take ownership of customer issues and ensure complete closure.
- Take the extra mile to engage customers and create memorable brand experiences.
- Consistently look for opportunities to enhance the overall customer experience.
Refunds, Returns & Order Support
- Manage refund, return, exchange, and cancellation requests.
- Conduct root cause analysis (RCA) for customer complaints and recurring issues.
- Coordinate with logistics, warehouse, finance, and retail teams to resolve operational challenges affecting customers.
- Ensure adherence to company policies while balancing customer satisfaction.
Cross Functional Collaboration
- Work closely with Operations, Warehouse, Retail, Marketing, Finance, and E Commerce teams to resolve customer concerns.
- Escalate process gaps and recurring customer issues to relevant stakeholders.
- Contribute feedback and insights gathered from customer interactions to improve products, processes, and customer experience.
- Support business and customer challenges through effective cross functional collaboration.
Process Compliance & Reporting
- Follow established communication guidelines, service standards, and company policies.
- Maintain accurate records of customer interactions and resolutions.
- Track and report customer concerns, escalations, and service trends.
- Support continuous improvement initiatives within the Customer Success function.
Required Skills & Competencies
- Excellent written and verbal communication skills.
- Strong problem solving and analytical abilities.
- Empathetic approach with the ability to understand customer needs and concerns.
- Strong interpersonal and relationship management skills.
- Ability to remain calm and professional while handling challenging situations.
- Customer first mindset with a passion for service excellence.
- Ability to multitask and work in a fast paced environment.
- Innovative and effective communicator across multiple channels.
- Strong ownership and accountability towards customer issues.
- Comfortable working in rotational shifts and weekend schedules when required.
- Passionate about solving customer and business challenges.
- Ability to build trust and create positive customer relationships.
Preferred Qualifications
- Graduate in any discipline.
- 1–4 years of experience in Customer Success, Customer Service, Customer Experience, or related roles.
- Experience in Retail, E Commerce, Fashion, Footwear, Lifestyle, or Consumer Brands preferred.
- Familiarity with CRM systems, customer support tools, and ticket management platforms.
- Freshers with exceptional communication skills, strong customer orientation, and a willingness to learn may also be considered.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- First Response Time (FRT)
- Resolution Turnaround Time (TAT)
- Escalation Management Effectiveness
- Refund & Return Resolution Accuracy
- Customer Retention & Experience Metrics
- Query Closure Rate
- Quality of Communication & Customer Feedback
