About Kroslo

Kroslo is a health-first cookware brand built for the Indian kitchen. Our products are redefining what safe, functional, everyday cookware looks like in India.

About the Role

We're looking for a Customer Experience Associate to join our team in Delhi. Cast iron is a new category for most Indian kitchens, so this role goes beyond order and delivery support — you'll help customers understand their cookware, guide them through using and caring for it, and troubleshoot product and performance questions, so that every customer genuinely falls in love with cooking on Kroslo.

What You'll Do

- Handle inbound and outbound customer calls professionally
- Respond to customer queries through email, WhatsApp, live chat, and support tickets
- Understand customer concerns, whether related to orders, delivery, product condition, or cooking performance, and provide timely, accurate resolutions
- Guide customers on product usage and care, helping them get the best experience out of their cookware
- Maintain a customer-first approach across all interactions, staying calm, empathetic, and solution-oriented even in difficult conversations
- Manage and close support tickets within defined SLAs
- Coordinate with logistics, operations, and product teams to resolve delivery and product issues




- Escalate complex or unresolved issues to the appropriate teams and follow through to closure
- Maintain accurate records of customer cases and interactions
- Ensure consistent, professional, and warm communication across all support channels
- Share recurring customer feedback and insights with the team to help us keep improving

Qualifications & Skills

- Graduate or equivalent qualification
- Excellent verbal and written communication skills in English and Hindi; knowledge of regional languages is a plus
- Strong interpersonal and customer-handling skills, with high emotional intelligence
- Comfortable handling both voice and non-voice support
- Ability to understand customer concerns and provide effective, well-explained resolutions
- Strong attention to detail and a resolution-oriented approach
- Comfortable working with support tickets, emails, chats, and customer service tools
- Solid working knowledge of Excel
- Ability to work within defined SLAs and service standards

Must Have

- Experience working with CRM or customer support platforms
- Prior experience with a D2C or B2C consumer brand
- Prior experience in a fast-paced, customer-facing environment
- A genuine interest in food, cooking, and everything that happens in the kitchen

Location

Okhla, New Delhi | Full-time, Work from Office | Immediate Joining

📌 Customer Experience Specialist (Okhla)
🏢 Kroslo
📍 Okhla