Customer Service Representative

Job Title : Customer Service Representative

Location : Noida

Department : Customer Experience / Customer Service

Reports To : Customer Support Manager / Operations Head

Employment Type : Full-Time

About Sotbella-

Sötbella was born in 2023, with a desire to blend bold fashion with timeless elegance, while staying rooted in inclusivity, individuality and self-expression. What started as a dream has evolved into a movement : fashion that goes beyond fabric to inspire, uplift, and empower.

We believe fashion should be personal and powerful. That’s why we create luxury silhouettes at accessible prices, empowering you to express your unique style- without compromise.

Job Summary :

We are looking for a proactive and fashion-savvy Customer Service Representative to join our growing team. You will be the voice of the brand, delivering an exceptional customer experience across all touchpoints. Your responsibilities will include handling product inquiries, resolving order issues, assisting with returns or exchanges, and ensuring customer satisfaction in alignment with the brand’s tone and style.

This role requires a strong understanding of fashion trends, sizing, fabrics , and e-commerce operations , along with excellent communication and interpersonal skills.

Key Responsibilities :

Handle customer inquiries via email, phone, chat, and social media channels in a prompt and professional manner.

Provide accurate product information including fabric details, sizing guidance, availability, and styling suggestions.

Assist customers with order placement, shipping updates, returns, exchanges, and refund requests.

Coordinate with internal teams (warehouse, logistics, design, merchandising) to resolve customer concerns.

Maintain detailed records of customer interactions in the CRM system.

Monitor customer reviews, complaints, and feedback to identify trends and recommend improvements.

Ensure all customer interactions reflect the brand’s tone, aesthetics, and values.

Support post-sales engagement to increase customer retention and satisfaction.

Requirements :

Bachelor's degree in Fashion, Communication, Business, or related field.

1–3 years of experience in customer service, preferably in the fashion or e-commerce industry.

Excellent communication skills—written and verbal.

Strong fashion sense and product knowledge (fabrics, fits, sizes, styling).

Familiarity with CRM or helpdesk tools (e.g., Zendesk, Freshdesk, Gorgias).

Ability to multitask, prioritize, and work in a fast-paced environment.

Flexibility to work on shifts, weekends, or holidays when needed.

Preferred Qualifications :

Experience working with premium, luxury, or D2C fashion brands.

Social media support experience is a plus.

Multilingual skills are a bonus.

Soft Skills :

High attention to detail and customer empathy.

Positive attitude and problem-solving mindset.

Strong listening and interpersonal skills.

Ability to adapt to brand tone and voice.

What We Offer :

Competitive compensation and incentives.

Staff discounts on fashion collections.

Exposure to fashion industry trends and global clientele.

Opportunity to grow in a dynamic and creative environment.

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