Job Title: Customer Experience Executive

Shift: Night Shift (6:00 PM – 2:00 AM IST)

Work Model: Hybrid(WFH + In-Office)

Weekly Offs: 2 Days (Rotational)

About the Role

At Indē Wild, customer experience is at the heart of everything we build. As a CE Executive, you won't just resolve queries - you'll nurture a community, build trust, and bring our brand philosophy to life through every interaction.

This role is ideal for someone who understands the nuance of a premium beauty/wellness brand and can translate that into thoughtful, high-quality customer conversations.

What You'll Do

Be the Voice of Indē Wild

Engage with customers across Email, WhatsApp, and Social channels in a warm, informed, and brand-aligned tone
Deliver a seamless, premium experience across all touchpoints
Ensure high first-contact resolution with clarity and empathy

Own the Customer Journey

Handle queries across orders, products, routines, and post-purchase experience
Guide customers thoughtfully (not just resolve) — especially around product usage and expectations

Build Trust Through Every Interaction

Turn concerns (delivery delays, product dissatisfaction, etc.) into positive recovery experiences
Balance honesty with reassurance, maintaining brand credibility

Drive Insights for Growth

Accurately categorise issues (product performance, logistics, payments, etc.)
Identify recurring themes and share structured insights with Marketing, Ops, and NPD
Actively contribute to improving product perception and communication

Manage Escalations Thoughtfully

Flag high-risk or sensitive cases early
Coordinate with internal teams for timely, high-quality resolution

Support Retention & Revenue

Reduce cancellations and COD RTO through proactive communication
Encourage reorders and long-term engagement through strong experience delivery

What We're Looking For

1–3 years in Customer Experience (D2C / beauty / wellness preferred)
Strong written communication - must be able to match brand tone (this is critical)
High empathy, ownership, and attention to detail
Comfort working night shifts and rotational schedules
Prior experience with CRM tools / WhatsApp support is a plus

What Success Looks Like

High CSAT & quality interaction scores
Strong FRT, TAT, and FCR
Accurate issue categorisation and valuable insights
Lower escalations and improved customer retention
COD RTO recovery and reduced cancellations

Why This Role at Indē Wild

Be part of a fast-growing, community-first beauty brand
Direct impact on how customers experience and trust the brand
Opportunity to influence product, marketing, and operations through real customer insights

Customer Service Representative