Customer Service Representative

About Aditya Birla Lifestyle Brands Limited

Aditya Birla Lifestyle Brands Limited (ABLBL), part of the Aditya Birla Group, is a prominent player in the branded apparel industry in India. The company oversees a portfolio of prestigious lifestyle brands such as Louis Philippe, Van Heusen, Allen Solly, and Peter England, each with over 25 years of presence in the Indian market. ABLBL maintains a vast retail footprint comprising exclusive brand outlets, multi-brand stores, and shop-in-shops within department stores. Its product range covers formal, casual, and occasion wear, along with a growing innerwear and athleisure segment through Van Heusen Innerwear. Collaborative ventures with global brands like Simon Carter, American Eagle, and Reebok further enhance the company’s diverse career landscape.

Role Description

This full-time, on-site position based at Van Heusen outlet in Shoba City Mall, Thrissur, entails managing customer communications across multiple channels including in-store, telephone, and online platforms. The key responsibilities include addressing customer queries regarding product details, order tracking, exchanges, and returns with accuracy and promptness. The role demands professionalism, empathy, and maintenance of detailed records of customer interactions. Complex issues require escalation, and coordination with both store and back office teams is important to ensure prompt problem resolution and service enhancement. Monitoring feedback and supporting retail service initiatives to create a positive experience aligned with the brand's values forms an essential part of the role.

Qualifications and Requirements

• Ability to handle customer inquiries and deliver solutions maintaining high customer satisfaction and experience standards.
• Excellent communication skills, active listening, and problem-solving capabilities relevant to customer service.
• Strong interpersonal skills to connect effectively with a diverse customer base in a professional and respectful manner.
• Basic knowledge of computer operations; experience using retail or CRM software is preferable.
• Experience in retail, apparel, or other consumer-facing environments is advantageous.
• Willingness to work on-site in Thrissur including weekends and peak business hours.
• Minimum educational qualification is completion of high school or equivalent; additional education in commerce, business, or hospitality is an added advantage.