About the Role

We are looking for a Customer Experience Associate who will be responsible for delivering an excellent customer experience across Sleepy Owl's D2C and digital channels.

The role will involve handling customer queries, complaints, orders, deliveries, returns, refunds and product-related concerns through phone, email, chat and other customer touchpoints. The candidate will also coordinate with internal teams such as Operations, Warehouse, Logistics, Finance and Sales to ensure timely resolution of customer issues.

Key Responsibilities:

- Handle customer queries through phone, email, chat and other digital channels, ensuring a qualified and positive customer experience.
- Resolve customer concerns related to orders, deliveries, products, payments, returns, refunds and replacements within defined TATs.
- Track and manage customer complaints and escalations, ensuring timely follow-up and closure of every case.
- Coordinate with internal teams including Operations, Warehouse, Logistics and Finance to resolve customer issues effectively.
- Maintain accurate customer interaction records in CRM/helpdesk systems and ensure all cases are properly documented.
- Monitor pending and ageing complaints and proactively follow up with relevant stakeholders to ensure timely resolution.




- Analyse customer feedback and recurring complaints and share insights with the relevant teams to improve products, processes and overall customer experience.
- Prepare and maintain customer service MIS/reports, including complaints, resolutions, escalations, refunds and other key service metrics.
- Ensure adherence to customer service processes and policies, while maintaining confidentiality and accuracy of customer information.
- Drive a customer-first approach by demonstrating empathy, strong communication, ownership and effective problem-solving in every customer interaction.

Preferred Experience

- 2–5 years of experience in Customer Experience, Customer Support, Customer Service, D2C, E-commerce or Consumer Brands.
- Experience handling orders, deliveries, returns, refunds and customer complaints will be preferred.
- Experience in FMCG, D2C, E-commerce, Food & Beverage or Consumer Products will be an added advantage.
- Candidates with experience handling phone + email + chat support will be preferred.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

- Cell phone reimbursement
- Health insurance
- Paid sick time
- Provident Fund

Work Location: In person

📌 Customer Experience Associate (India)
🏢 Sleepy Owl Coffee
📍 India