This role is for one of our clients
Company Name: Talent Evo
Industry: Staffing and Recruiting
Seniority level: Associate level
Min Experience: 2 years
Location: Mumbai
JobType: full-time
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Key Responsibilities
- ORM (Online Reputation Management)
- Manage and respond to customer queries, comments and DMs across social platforms
- Handle customer complaints, feedback and escalations with clarity and empathy
- Ensure timely and complete responses — no open loops or missed conversations
- Maintain a consistent brand tone of voice across all interactions
- CRM (Customer Relationship Management)
- Manage and execute CRM flows across WhatsApp, email and SMS
- Work on platforms like Contlo, Bitespeed, Sage Pilot (or similar)
- Set up and optimise automated journeys (welcome, abandoned cart, retention, reactivation)
- Coordinate with marketing for campaign messaging and targeting
- Customer Experience & Resolution
- Take full ownership of customer issues until closure
- Coordinate with internal teams (operations, warehouse, etc.) to resolve queries quickly
- Handle returns, exchanges and order-related concerns where required
- Reporting & Insights
- Track common customer concerns, feedback and complaints
- Share insights with the team to improve product, operations and communication
- Monitor basic CRM campaign performance and engagement
Must Have
- 2-4 years of experience in ORM/CRM or customer experience roles in a D2C brand
- Hands-on experience with CRM tools (Contlo, Bitespeed, Sage Pilot or similar)
- Strong written communication skills (clear, empathetic and solution-oriented)
- Experience handling customer queries across social media and messaging platforms
- Ability to manage high volumes of conversations without missing details
- Experience with Shopify or e-commerce order management along with an understanding of tools for Returns and Exchanges
- Understanding of retention marketing and customer journeys
- Experience handling escalations and sensitive customer situations
The Person We're Looking For
- Calm under pressure: handles difficult situations without losing composure
- Strong communicator: clear, empathetic and solution-driven
- High ownership: closes every loop, no half-resolved issues
- Patient and resilient: able to manage repetitive and high-volume interactions
- Detail-oriented: tracks conversations and follows through consistently
