We're Hiring - Customer Experience Executive | Zavya | Gurugram

Rubenzo Ventures Private Limited (Zavya) | Fashion & Retail | D2C Silver Jewellery

Work Mode

Full-Time | Work From Office | 6 Days Working

Experience

2+ years in Customer Support / Customer Experience

Compensation

3-5 LPA, flexible based on skill set and fit

Preferred Background

E-commerce / D2C / Fashion / Retail preferred

About Zavya

Zavya is a contemporary silver jewellery brand built on self-expression, confidence, and everyday luxury. We are scaling rapidly across D2C, marketplaces, and quick commerce, with a robust focus on customer trust, smooth delivery experience, and post-purchase satisfaction.

Role Overview

We are looking for a Customer Experience Executive who can go beyond basic support and help deliver a smooth, reliable, and customer-first experience across calls, chat, email, WhatsApp, and social media.

The ideal candidate should be strong in communication, structured in follow-ups, comfortable with CRM tools and Excel / Google Sheets,



and able to coordinate with internal teams to resolve customer issues quickly and professionally.

Key Responsibilities

1. Customer Query Handling
- Handle customer queries across calls, chat, email, WhatsApp, and social media channels.
- Resolve queries related to orders, delivery, returns, exchanges, refunds, cancellations, payments, and product information.
- Maintain a polite, professional, and solution-oriented communication style across all customer touchpoints.
- Ensure timely first response and closure as per defined service levels.

2. Escalation Management
- Manage customer escalations with ownership and urgency.
- Coordinate with logistics, warehouse, e-commerce, marketplace, and finance teams for quick resolution.
- Follow up until closure and ensure the customer is updated at every important stage.
- Identify recurring complaint patterns and highlight them to the relevant teams.

3. CRM & Documentation
- Maintain accurate custom

📌 Customer Experience Executive (Gurugram)
🏢 Zavya
📍 Gurugram