Customer Support Representative
About the Role
We are looking for a Customer Representative to join the team at Come Again, a fast-growing D2C fashion accessories brand.
In this role, you will be responsible for ensuring that every customer has a smooth and positive experience with our brand—from placing an order to receiving it and resolving any questions or concerns afterward.
You will communicate with customers primarily through WhatsApp, calls, email, and other support channels, helping them with order-related queries, product questions, delivery updates, exchanges, returns, cancellations, and other concerns.
This role also involves coordinating with our internal operations, packaging, and logistics teams to resolve customer issues quickly and accurately.
Key Responsibilities
- Handle customer queries through WhatsApp, calls, email, and other support channels.
- Assist customers with order status, delivery updates, product information, and general queries.
- Manage return, exchange, cancellation, refund, and replacement requests.
- Follow up on delayed, undelivered, or problematic shipments.
- Coordinate with courier partners and internal teams whenever required.
- Handle customer complaints professionally and work toward quick resolutions.
- Maintain proper records of customer conversations and unresolved cases.
- Follow up with customers when additional information or confirmation is required.
- Identify frequently occurring customer issues and report them to the team.
- Assist with basic order and operational tasks when required.
- Ensure customers receive timely, polite, clear, and accurate communication.
- Help improve our customer support processes as the company grows.
What We’re Looking For
We are looking for someone who is:
- Responsible and dependable.
- Comfortable communicating with customers over calls and messages.
- Patient and calm while handling complaints or difficult situations.
- Good at written and spoken Hindi and English.
- Comfortable working with computers, spreadsheets, WhatsApp, and basic online tools.
- Organised and capable of handling multiple customer queries simultaneously.
- Willing to learn new systems and processes.
- Proactive instead of waiting for every task to be assigned.
- Focused on solving problems rather than simply forwarding them to someone else.
Previous experience in customer support, e-commerce, D2C brands, operations, or logistics would be an advantage, but we also value candidates who are responsible, quick learners, and willing to grow with the company.
About Come Again
Come Again is a growing D2C fashion accessories brand focused on creating fun, customisable and trend-driven products for the new generation. As we continue to scale, customer experience is one of the most important parts of our business.