This is a year-round role owning the customer experience end to end — day-to-day individual customer support for most of the year, with added ownership of corporate/B2B client servicing during high-volume festive periods like Diwali gifting season.
What You'll Own
Year-Round Customer Support
- Handle day-to-day customer queries across calls, email, and WhatsApp — order status, delivery delays, product issues, complaints
- Resolve issues within defined response and resolution SLAs
- Track recurring complaint patterns and flag them upstream to operations/product teams
- Maintain a clean, up-to-date log of all customer interactions and resolutions
Corporate/B2B Client Servicing (Seasonal Peak — Diwali & similar)
- Own corporate client coordination during bulk/festive gifting cycles — order confirmation, customization requirements, delivery timelines
- Act as the single point of contact for corporate clients through the order lifecycle, from confirmation to delivery
- Coordinate closely with operations/logistics to prevent delays on bulk orders
- Handle escalations from corporate clients promptly and professionally
Customer Experience & Retention
- Track CSAT/NPS across both individual and corporate accounts
- Identify and follow up with corporate clients ahead of recurring occasions to drive repeat business
- Suggest process improvements based on recurring customer/client pain points
Requirements Must-have
- 1-3 years of experience in customer support or client success (D2C or B2B)
- Strong written and verbal communication skills
- Comfortable managing both routine customer support and corporate client relationships, especially during peak season
- Organized and able to manage multiple queries/accounts with competing deadlines
Positive to have
- Prior experience with bulk/corporate order handling or B2B account coordination
- Familiarity with CRM or ticketing tools (Freshdesk, Zoho Desk, or similar)