Job Description
Skill Set-Customer Experience | D2C / E-commerce
n Location: Saki Naka, Andheri, Mumbai
n Experience: 2–5 Years
n Work Mode: Hybrid
n ⏳ Notice Period: Immediate Joiners preferred / Maximum 15 Days
n Working Days: 6 Days/Week
n Shift: Rotational Shifts, including Night Shifts
n Week Off: Rotational
Job DescriptionnWe are looking for an experienced Executive – Customer Love with a solid 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.
Roles & Responsibilitiesn
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- Handle customer queries through WhatsApp, Email, Social Media, Inbound & Outbound Calls n




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

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📌 Customer Experience Executive (Mumbai)
🏢 BRIX CONSULTANTS
📍 Mumbai