Skill Set-Customer Experience | D2C / E-commerce

Location: Saki Naka, Andheri, Mumbai

Experience: 2–5 Years

Work Mode: Hybrid

⏳ Notice Period: Immediate Joiners preferred / Maximum 15 Days

Working Days: 6 Days/Week

Shift: Rotational Shifts, including Night Shifts

Week Off: Rotational

Job Description

We are looking for an experienced Executive – Customer Love with a robust background in Customer Experience / Customer Support, preferably from D2C, FMCG, E-commerce, Food & Beverages, Nutrition/Wellness, Personal Care, or Consumer Products.

The ideal candidate should have hands-on experience managing customer interactions across multiple channels and providing timely, end-to-end resolutions.

Roles & Responsibilities

- Handle customer queries through WhatsApp, Email, Social Media, Inbound & Outbound Calls




- Manage customer complaints and ensure end-to-end resolution
- Work with customer service metrics such as SLA, First Response Time (FRT), Resolution TAT & CSAT
- Handle NDR, RTO, lost/damaged shipments and delivery-related issues
- Coordinate with courier/logistics partners for shipment and customer resolutions
- Respond to customer comments and DMs on social media
- Maintain query logs, escalation trackers and refund/replacement trackers
- Work on Helpdesk/Ticketing platforms such as Freshdesk, Kapture, LimeChat or similar tools
- Work with e-commerce/OMS/WMS platforms such as Shopify, ClickPost, Unicommerce, EasyEcom or similar systems

📌 Customer Experience Executive –C / E-commerce (Mumbai)
🏢 BRIX CONSULTANTS
📍 Mumbai