About Sevora
SEVORA is India’s first experiential fashion marketplace,pioneering the Try-Before-You-Buy model,stylist-led product curation, and personalized styling assistance, along with 60-minute fashion delivery in Kolkata.
We bring curated premium brands, stylist-led personalization,and seamless digital experiences to redefine fashion shopping aselegant, convenient, and risk-free.
At Sevora, we don’t just deliver fashion — we deliver experiences that feel personal, refined, and unforgettable.
Job Summary
We are looking for a Customer Operations & CRM Executive who will be responsible for delivering exceptional customer experiences while managing customer engagement and retention initiatives.
This role combines customer support, order coordination, WhatsApp engagement, CRM operations, and customer lifecycle management. The ideal candidate should be customer-obsessed, highly organized, proactive, and comfortable working in a fast-paced e-commerce environment.
Key Responsibility Areas
Customer Support & Experience
- Manage customer interactions across WhatsApp, chat, email, and phone.
- Resolve customer queries related to products, orders, deliveries, returns, exchanges, and refunds.
- Ensure timely and professional communication with customers.
- Deliver a premium customer experience aligned with Sevora’s brand positioning.
Order Operations & Coordination
- Track and monitor customer orders from placement to delivery.
- Coordinate with partner brands, dark stores, logistics teams, and internal stakeholders.
- Proactively communicate delays or issues to customers.
- Ensure order fulfillment and delivery SLAs are met.
Returns, Exchanges & Refunds
- Manage return and exchange requests.
- Coordinate with operations and logistics teams for reverse pickups.
- Ensure smooth and timely refund processing.
- Maintain accurate records of customer cases.
Escalation Management
- Handle priority, sensitive, and VIP customer cases.
- Identify recurring customer issues and escalate appropriately.
- Collaborate with leadership and operations teams to resolve escalations.
CRM & Customer Engagement
- Manage customer database and CRM records.
- Execute WhatsApp campaigns and customer communication initiatives.
- Support customer retention and re-engagement activities.
- Assist in managing browse abandonment, cart abandonment, wishlist reminders, and promotional campaigns.
Customer Insights & Reporting
- Collect customer feedback and identify trends.
- Prepare reports on customer issues, return rates, response times, and customer satisfaction.
- Share actionable recommendations to improve customer experience.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- First Response Time
- Resolution Time
- Order Fulfillment Accuracy
- Return & Refund Processing TAT
- Customer Retention Rate
- CRM Campaign Engagement Rate
- Repeat Purchase Rate
- Customer Complaint Resolution Rate
Ideal Candidate Profile
Experience
- 1–4 years of experience in E-commerce, D2C, Retail, Customer Support, CRM, or Operations.
- Experience working with fashion, beauty, lifestyle, or consumer brands is preferred.
Skills
- Excellent verbal and written communication skills.
- Strong customer service orientation.
- Ability to manage multiple conversations simultaneously.
- Strong problem-solving and coordination skills.
- High attention to detail and process orientation.
- Comfortable working with technology and CRM tools.
Tools (Preferred)
- WhatsApp Business Platforms (MoEngage, Interakt, Wati, AiSensy, Gallabox)
- CRM Platforms
- Excel / Google Sheets
- Freshdesk, Zoho Desk, or similar support tools
- Shopify or e-commerce platforms (preferred)
Personal Attributes
- Customer-first mindset.
- Empathetic and patient communicator.
- Proactive and solution-oriented.
- Highly organized and accountable.
- Comfortable working in a startup environment.
Location: Kolkata (Preferred)
Reporting To
Operations Lead / Growth & Customer Experience Manager
Why Join Sevora?
- Opportunity to build customer experience processes from the ground up.
- Work at the intersection of fashion, technology, and commerce.
- High ownership and growth opportunities.
- Exposure to CRM, customer operations, retention marketing, and e-commerce operations.