Back Office Executive

Company : Communal (D2C Skincare Brand) Location : Pune, Maharashtra (On-site/Full-time) Experience : 1-3 Years

About Communal

Communal is a fast-growing, community-first skincare brand focused on authenticity, inclusivity, and real conversations. We leverage data-backed education and relatable storytelling to build trust, drive engagement, and deliver exceptional customer experiences. As we continue to grow, we are looking for a customer-focused Back Office Executive to ensure smooth communication with our customers and provide excellent post-purchase support.

Role Overview

Your objective is simple: Deliver outstanding customer support by resolving customer concerns efficiently, improving customer satisfaction, and maintaining a positive brand experience at every touchpoint.

Key Responsibilities

1. Customer Support

- Handle inbound and outbound customer calls professionally.
- Resolve customer queries related to orders, deliveries, products, returns, refunds, and exchanges.
- Respond to customer concerns with empathy and provide timely resolutions.
- Maintain a positive customer experience throughout every interaction.

2. Customer Feedback & Follow-ups

- Conduct follow-up calls after order deliveries.
- Collect customer feedback regarding products, delivery experience, and overall satisfaction.
- Maintain customer feedback records and share insights with relevant teams.
- Encourage repeat purchases through positive customer engagement.

3. Order & Logistics Coordination

- Coordinate with courier and logistics partners regarding shipment updates.




- Assist customers with order tracking and delivery-related issues.
- Resolve delivery delays, damaged shipments, lost packages, and return requests.
- Coordinate with warehouse and operations teams to ensure smooth order fulfilment.

4. Back Office Operations

- Maintain accurate customer records and update CRM systems.
- Prepare daily reports on customer queries, complaints, and resolutions.
- Ensure proper documentation of customer interactions.
- Support internal teams with operational and administrative tasks when required.

5. Complaint Resolution

- Handle customer complaints professionally and ensure timely closure.
- Escalate complex issues to the concerned department whenever required.
- Follow up until customer issues are completely resolved.
- Work towards improving customer satisfaction and retention.

6. Cross-functional Coordination

- Work closely with Operations, Logistics, Warehouse, Sales, and Marketing teams.
- Share recurring customer concerns to improve products and services.
- Coordinate with internal stakeholders for quick issue resolution.

7. Process Improvement

- Identify common customer pain points and recommend process improvements.
- Suggest ideas to enhance customer experience and operational efficiency.




- Ensure adherence to company policies and service quality standards.

Key Requirements

- 1-3 years of experience in Customer Support, Back Office Operations, BPO, Logistics, Call Center, or Customer Service.
- Excellent verbal and written communication skills in English and Hindi (Marathi is an added advantage).
- Strong customer handling and problem-solving abilities.
- Comfortable handling a high volume of customer calls.
- Basic knowledge of MS Excel, Google Sheets, and CRM tools.
- Good coordination and multitasking skills.
- Ability to work in a quick-paced startup environment.
- Positive attitude with a customer-first mindset.

Preferred Background

- Experience in BPO, E-commerce, Logistics, Courier, Customer Care, or D2C brands.
- Prior experience in order management and post-sales customer support will be an added advantage.

What We Offer

- High Ownership : Take ownership of customer experience in a fast-growing skincare startup.
- Direct Impact : Play a key role in building customer trust, satisfaction, and retention.
- Growth Culture : Work in a dynamic, fast-paced environment with opportunities to learn and grow alongside a rapidly scaling D2C brand.

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits :

- Cell phone reimbursement
- Flexible schedule
- Paid sick time
- Paid time off

Ability to commute/relocate:

- Pune, Maharashtra (Pune, Pune District): Reliably commute or planning to relocate before starting work (required)

Experience :

- Customer support: 1 year (required)

Language :

- English (required)

Work Location: In person

📌 Back Office Executive (Pune)
🏢 Virangana Castle- Communal
📍 Pune