Layering Consultation (Chat & Calls): Answer inbound queries on WhatsApp and conduct brief voice consultations/callbacks for high-intent customers, guiding them on how to layer effectively using Kosha products tailored to their destination, weather conditions, and travel plans (~1 to 2 hours daily). Direct Messages: Timely, friendly, and helpful responses to all incoming Instagram DMs using native tools.
Problem Escalation: Swiftly route order status, return, or technical e-commerce queries to the Senior E-Commerce Associate while keeping the customer warmly informed.
1. Community & Instagram Engagement
Active Engagement: Proactively engage in daily, meaningful conversations across Instagram (comments, story replies, community posts) to build genuine relationships with travel enthusiasts and existing followers.
1. Organic Creator Collaborations (End-to-End)
Discovery & Pre-Screening: Identify, evaluate,
and pre-screen inbound organic collaboration requests from travel and lifestyle creators. Approvals & Coordination: Pitch shortlisted creators to the Brand Manager for approval, coordinate gifted product selections, and liaise directly with the warehouse team for inventory dispatch.
1. Deliverable Tracking
Manage creator communication via chat or quick phone touchpoints from initial outreach all the way to verifying that promised deliverables (reels, stories, posts) are completed and tagged correctly.
Job Requirements
- At least 1 year of experience in customer care in a D2C or e-commerce setup or for a consumer brand.
- Robust communication and problem-solving skills.
- Tech-first approach to problem-solving
- Highly empathetic with a genuine desire to help customers.
- Organised, detail-oriented, and capable of managing multiple conversations simultaneously.
- Familiarity with CRM tools and customer support platforms.
- A proactive team player who can work independently when needed
📌 Customer Service ExecutiveC (India)
🏢 CeeQ
📍 India
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