Deme by Gabriella
Website:
demebygabriella.com
Job details:
ABOUT THE ROLE
At Deme by Gabriella, every customer relationship is a continuation of the story we tell through our garments. As our Post Sales & Customer Service Executive, you will be the bridge between the brand and its clients ensuring each experience after purchase is as considered and elegant as the pieces themselves.
KEY RESPONSIBILITIES
– Serve as the primary point of contact for all post-purchase customer enquiries across email, WhatsApp, phone, and social DMs resolving issues with warmth and efficiency
– Manage end-to-end order fulfilment tracking, proactively updating clients on shipment status, delays, or changes
– Coordinate returns, exchanges, alterations, and repairs in close collaboration with the warehouse and production teams
– Handle international shipping queries, customs documentation, and logistics escalations for global clientele
– Maintain and update customer interaction records, complaint logs, and resolution notes
– Gather customer feedback post-delivery and share structured insights with the design, product, and marketing teams
– Manage gifting, personalisation, and bespoke order queries in alignment with the brand's luxury service standards
– Support the team during peak sale periods, launches, and couture season with elevated client care protocols
– Draft client-facing communications — refund policies, delay notices, apology letters — in the brand's refined tone of voice
– Coordinate with e-commerce and marketplace teams (Nykaa Fashion, Pernia's Pop-Up Shop, website) for order reconciliation
EXPERIENCE & BACKGROUND
– 1–3 years in customer service, preferably within fashion, luxury, or lifestyle retail
– Familiarity with e-commerce platforms and logistics operations
– Exposure to D2C or marketplace fulfilment workflows is a strong plus
SKILLS & ATTRIBUTES
– Exceptional written and verbal communication in English
– Patient, empathetic, and solutions-first mindset
– Highly organised with strong attention to detail
– Comfortable working in a fast-paced, team-first environment (office-based, Monday–Saturday, standard retail hours)
Click on Apply to know more.