Key Responsibilities

A.

Customer

Communication

- Handle customer queries received through email, WhatsApp, website, marketplace messaging and other relevant channels.

- Provide timely and accurate responses regarding orders, delivery status, product information and company policies.

- Maintain skilled, empathetic and solution-oriented communication.

- Follow up with customers where an issue requires additional time to resolve.

B. Order &

- Delivery Support

- Track order status and coordinate with Operations, warehouses and logistics partners.

- Investigate delayed, missing, incorrect or damaged deliveries.

- Escalate fulfilment issues and ensure closure with the relevant team.

- Keep customers informed of material updates.

C. Returns, Refunds &

- Complaints

- Handle complaints and return/refund requests in accordance with MARKETPLACE's approved policies and applicable marketplace rules.

- Coordinate warranty or product-quality complaints with the relevant internal team.

- Maintain a record of complaints, resolutions and exceptions.

- Escalate sensitive, recurring or high-impact issues to the appropriate owner.

D. Marketplace &

- Customer Feedback

- Manage customer-service tickets on relevant marketplaces.

- Monitor customer feedback and identify recurring issues involving products, packaging, delivery or listings.

- Coordinate with Operations and Marketing to improve product information and customer communication.

- Maintain accurate complaint and resolution trackers.

E. Reporting &

- Process Improvement

- Track response times, resolution times, pending tickets and complaint categories.

- Prepare periodic customer-service reports.

- Identify opportunities to improve FAQs, response templates and service processes.





- Ensure customer information is handled responsibly and confidentially.

Candidate Profile

- Approximately 13 years of customer service, e-commerce support or customer experience experience.

- Strong written and verbal communication skills.

- Comfortable using email, spreadsheets, customer-service tools and marketplace portals.

- Good problem-solving ability, patience and attention to detail.

- Ability to manage multiple queries and follow issues through to closure.

- Experience with D2C brands, marketplaces or consumer products is preferred.

Review &

- Reputation Management

- Monitor customer reviews, ratings, feedback and questions across Amazon, Flipkart, Myntra, quick-commerce platforms and MARKETPLACE's website, as applicable.

- Identify negative reviews, low ratings and recurring customer concerns, and coordinate with Operations, Marketing and the relevant internal teams to resolve underlying issues.

- Maintain a review tracker capturing ratings, review volumes, key complaints, response status and resolution.

- Identify recurring product-related feedback concerning quality, fit, usability, packaging, product information and customer expectations, and share actionable insights with the relevant teams.

- Escalate critical product-quality concerns, repeated complaints and sudden deterioration in ratings to the appropriate team.

- Support compliant initiatives to encourage genuine customer reviews through platform-permitted mechanisms. Ensure that reviews are never fabricated, manipulated or incentivized in violation of platform policies.

Key Success Measures

- Response and resolution times.

- Pending ticket volume and ageing.

- Customer satisfaction and quality of responses, where measurable.

- Repeat complaint rates and escalation quality.

- Accuracy of customer-service records and adherence to approved policies.

📌 Customer Experience Executive (Mumbai)
🏢 Intellectual Capital HR Consulting
📍 Mumbai