NNotice Period: Immediate Joiners preferred / Maximum 15 Days
NWorking Days: 6 Days/Week
NShift: Rotational Shifts, including Night Shifts
NWeek Off: Rotational
NJob Description
nWe 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.
NThe ideal candidate should have hands-on experience managing customer interactions across multiple channels and providing timely, end-to-end resolutions.
NRoles & Responsibilities
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- Handle customer queries through WhatsApp, Email, Social Media, Inbound & Outbound Calls
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- Manage customer complaints and ensure end-to-end resolution
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- Work with customer service metrics such as SLA, First Response Time (FRT), Resolution TAT & CSAT
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- Handle NDR, RTO, lost/damaged shipments and delivery-related issues
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- Coordinate with courier/logistics partners for shipment and customer resolutions
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- Respond to customer comments and DMs on social media
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- Maintain query logs, escalation trackers and refund/replacement trackers
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- Work on Helpdesk/Ticketing platforms such as Freshdesk, Kapture, LimeChat or similar tools
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- Work with e-commerce/OMS/WMS platforms such as Shopify, ClickPost, Unicommerce, EasyEcom or similar systems
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