We are looking for a proactive and customer-focused Customer Experience Executive / Associate to ensure a smooth customer experience across calls, WhatsApp, email and other channels. The role also involves customer follow-ups, order tracking, courier coordination and maintaining accurate customer and order records.
Key Responsibilities
● Handle customer queries, complaints, refunds and replacements across calls, WhatsApp, email, social media and marketplace channels.
● Follow up with customers on abandoned carts and support conversions and reorders.
● Track customer orders from dispatch to delivery and coordinate with courier partners for delays, NDRs, RTOs, damages and claims.
● Maintain accurate records of customer interactions and call outcomes in the CRM.
● Support entry and tracking of offline and B2B orders in the order management system.
● Share recurring customer feedback and concerns with relevant internal teams.
What We’re Looking For
● 2–3 years of experience in Customer Experience, Customer Support, Tele-calling, Inside Sales or E-commerce Operations, preferably with a D2C, FMCG or food brand.
● Valuable communication skills in Hindi and English; Marathi would be an advantage.
● Comfortable speaking with customers and handling complaints patiently and professionally.
● Experience in outbound calling or customer follow-ups.
● Basic understanding of order tracking, courier coordination, NDR/RTO and CRM/OMS systems.
● Comfortable working with Excel or Google Sheets.
● Experience with Easycom, Shopify or similar platforms would be an added advantage.