Customer Service Specialist

Company: Craft and Glory Location: Gurgaon, NCR Type: Full-Time (On-Site, 6 Days/Week)About UsCraft and Glory is not just another brand — we’re India’s homegrown answer to heritage-quality leather footwear and goods. Every pair of boots, every product we make is designed to last decades, built with the same authenticity that inspires global cult brands.As a young and ambitious company, we thrive on energy, creativity, and passion. Joining us means you won’t be just a “cog in the wheel” — you’ll be part of a small, tight team where your contribution is visible, valued, and impactful every single day.Role OverviewAs a Customer Service Associate, you’ll be the first point of contact for our customers. Your role is all about creating great experiences: answering questions, solving issues, building trust, and ensuring every interaction reflects the Craft and Glory standard of excellence.📍 This is a full-time, on-site position in Gurgaon, with a 6-day work week. We believe in hands-on collaboration and fast learning in a startup environment, where being present together accelerates growth and creates stronger customer impact.Why This Role is ExcitingThis isn’t your typical call-center job. At Craft and Glory, our Customer Service Associates are brand specialists: you’ll learn everything about our products — how they’re made, how to care for them, and why they matter. You’ll guide customers with confidence, troubleshoot their questions, and become the friendly, knowledgeable voice of Craft and Glory.It’s an opportunity to:Work directly with founders and core team members, gaining insider exposure to how a premium brand is built.Learn the ropes of product knowledge, customer psychology, and e-commerce operations.Build lasting relationships with a growing community of passionate customers.Grow beyond customer service — into roles across brand building, operations, and community management.Key ResponsibilitiesCustomer Communication & SupportEngage with customers on WhatsApp, calls, and email — not just answering queries but actually guiding them with product knowledge and usage.Help new customers choose the right product and turn interest into orders.Support existing customers with order updates, returns, and exchanges.Handle complaints empathetically and ensure follow-up until resolution.Encourage customers to share feedback and reviews, becoming advocates for the brand.Product Knowledge & TroubleshootingLearn our footwear and leather goods inside out — from materials to care routines.Assist customers with FAQs (sizing, fit, maintenance, repairs, etc.) confidently.Share insights with the team on common customer pain points and suggestions.Order Tracking & CoordinationTrack orders from manufacturing to delivery and keep customers informed.Coordinate with production and logistics teams to ensure smooth dispatch.Data & InsightsMaintain accurate customer records and document interactions.Highlight patterns in customer queries and feedback to help the brand improve.What We’re Looking ForMust-HavesExcellent communication skills (English required, Hindi strongly preferred).Curiosity and willingness to learn product knowledge deeply.A customer-first mindset: patience, empathy, and problem-solving ability.Comfort using Excel, Google Sheets, or CRM tools.Good-to-HaveAny prior experience in customer support, retail, or e-commerceInterest in fashion, footwear, or lifestyle brands.What You’ll Get Out of ItA startup environment where your work makes a visible difference.A crash course in premium product knowledge, e-commerce, and brand building.Hands-on mentorship and the chance to grow into larger roles as the company expands.A chance to be part of an Indian brand with global aspirations.