16 Oct
|
Musclemind
|
Noida
About MuscleMind
MuscleMind is a fast-growing direct-to-consumer brand selling through musclemind.com, Myntra and Amazon. We care about what happens after the order as much as the product itself, and we are building a dedicated CRM function to own the customer’s post-purchase experience
About the Role
You will be the voice of MuscleMind for our customers. You will own every customer query that comes in on email, WhatsApp and Instagram — returns, exchanges, cancellations and order status — work with our logistics team to get each one resolved, and pick up the phone to turn unhappy moments into positive experiences and abandoned carts into orders.
Key Responsibilities
1. Customer query management (Email, WhatsApp, Instagram)
• Handle all incoming customer queries on email, WhatsApp and Instagram DMs regarding returns, exchanges, cancellations, order and delivery status, sizing and product questions.
• Respond clearly and politely within agreed turnaround times, and follow every query through to closure.
• Log and tag every query (channel, issue type, product, resolution)
so nothing slips through and recurring issues are visible to the team.
2. Logistics, returns & exchanges coordination
• Coordinate daily with the logistics team and courier partners on shipment status, delays, failed deliveries (NDR), return pickups and exchange dispatches.
• Process returns, exchanges and cancellations end to end and keep the customer updated at every step.
• Escalate stuck shipments and refund delays, and follow up until they are resolved.
3. Customer calling & feedback
• Call customers who have raised or completed a return to understand the reason, capture structured feedback and, wherever possible, convert the return into an exchange.
• Make post-purchase calls to collect feedback on the product, delivery and overall shopping experience.
• Record return reasons and feedback, and share a weekly summary of insights (top issues, size or product problems, courier problems) with the
📌 Customer Experience Executive (Noida)
🏢 Musclemind
📍 Noida