Customer Support Representative

Customer Support Representative
Company: Pluch Designs Location: Gurugram, Haryana Department: Customer Experience Employment Type: Full-Time
About Pluch Designs
Pluch Designs is a premium D2C womenswear brand, known for custom-sized kurta sets, dresses, and skirt sets delivered with a 48-hour dispatch promise. We're a fast-growing online-first brand building a loyal community of customers who value quality, fit, and speed.
Role Overview
We're looking for a warm, detail-oriented Customer Support Representative to be the voice of Pluch Designs for our customers. You'll handle pre-sale queries, order support, sizing guidance, and post-purchase issues across chat, WhatsApp, email, and social media — making sure every customer feels heard and taken care of.
Key Responsibilities
Respond promptly and professionally to customer queries across WhatsApp, Instagram DMs, email, and website chat
Guide customers through sizing, fabric, and styling questions using our custom-sizing charts
Track and communicate order status, dispatch timelines, and delivery updates
Handle returns, exchanges, and refund requests in line with company policy
Resolve complaints with empathy and urgency, escalating complex issues where needed
Maintain accurate records of customer interactions and recurring issues in our helpdesk/CRM
Proactively flag patterns (sizing complaints, delivery delays, product defects) to the operations and product teams
Support during flash sales and peak periods with higher query volumes
Collect and encourage customer reviews and feedback post-delivery
Requirements
1–3 years of experience in a customer support/service role, preferably in fashion, retail, or D2C e-commerce
Excellent written and spoken communication in English and Hindi
Comfortable working across WhatsApp Business, Instagram, email, and helpdesk tools (e.g., Freshdesk, Zendesk, or similar)
Basic familiarity with Shopify order management (or willingness to learn quickly)
Patient, empathetic, and calm under pressure — especially during high-volume sale periods
Strong attention to detail and follow-through on open tickets
A genuine interest in fashion and understanding of customer needs in the ethnic/fusion wear space
Nice to Have
Prior experience in a fashion or apparel D2C brand
Familiarity with sizing/fit consultations for Indian ethnic wear
Experience handling social media comments/DMs alongside support tickets
What We Offer
Fixed salary + performance incentives
Opportunity to grow with a fast-scaling D2C fashion brand
Direct exposure to brand, marketing, and operations teams
• • A collaborative, fast-paced work environment

Work arrangement
No