Role Summary

VegNonVeg is looking for a Customer Success Executive who is passionate about delivering exceptional customer experiences and building long term customer relationships. The ideal candidate will act as the voice of the customer, ensuring that every interaction reflects the brand's commitment to service excellence.

This role requires an individual who is empathetic, solution oriented, and capable of understanding customer concerns while working collaboratively with internal teams to drive resolutions. The successful candidate will be responsible for handling customer interactions across multiple channels, resolving issues efficiently, and contributing to a seamless customer journey.

Key Responsibilities

Customer Support & Query Resolution

- Handle customer queries through email, chat, social media platforms, and other support channels.
- Respond to customer concerns in a timely, qualified, and empathetic manner.
- Investigate and resolve customer complaints while ensuring a positive customer experience.
- Manage customer escalations and coordinate with relevant teams to ensure effective resolution.
- Provide accurate information regarding products, orders, deliveries, returns, exchanges, and company policies.

Customer Experience Management

- Identify customer needs and proactively provide appropriate solutions.
- Build and maintain strong relationships with customers through transparent and engaging communication.
- Deliver a high standard of customer satisfaction across all touchpoints.
- Take ownership of customer issues and ensure complete closure.
- Take the extra mile to engage customers and create memorable brand experiences.
- Consistently look for opportunities to enhance the overall customer experience.

Refunds, Returns & Order Support

- Manage refund, return, exchange, and cancellation requests.
- Conduct root cause analysis (RCA) for customer complaints and recurring issues.
- Coordinate with logistics, warehouse, finance, and retail teams to resolve operational challenges affecting customers.




- Ensure adherence to company policies while balancing customer satisfaction.

Cross Functional Collaboration

- Work closely with Operations, Warehouse, Retail, Marketing, Finance, and E Commerce teams to resolve customer concerns.
- Escalate process gaps and recurring customer issues to relevant stakeholders.
- Contribute feedback and insights gathered from customer interactions to improve products, processes, and customer experience.
- Support business and customer challenges through effective cross functional collaboration.

Process Compliance & Reporting

- Follow established communication guidelines, service standards, and company policies.
- Maintain accurate records of customer interactions and resolutions.
- Track and report customer concerns, escalations, and service trends.
- Support continuous improvement initiatives within the Customer Success function.

Required Skills & Competencies

- Excellent written and verbal communication skills.
- Strong problem solving and analytical abilities.
- Empathetic approach with the ability to understand customer needs and concerns.
- Strong interpersonal and relationship management skills.
- Ability to remain calm and professional while handling challenging situations.
- Customer first mindset with a passion for service excellence.
- Ability to multitask and work in a fast paced environment.
- Innovative and effective communicator across multiple channels.
- Strong ownership and accountability towards customer issues.
- Comfortable working in rotational shifts and weekend schedules when required.
- Passionate about solving customer and business challenges.
- Ability to build trust and create positive customer relationships.

Preferred Qualifications

- Graduate in any discipline.
- 1–4 years of experience in Customer Success, Customer Service, Customer Experience, or related roles.
- Experience in Retail, E Commerce, Fashion, Footwear, Lifestyle, or Consumer Brands preferred.
- Familiarity with CRM systems, customer support tools, and ticket management platforms.
- Freshers with exceptional communication skills, strong customer orientation, and a willingness to learn may also be considered.

📌 Customer Service Executive (Delhi)
🏢 VegNonVeg
📍 Delhi