Customer Delight Executive

At Surma, we are building a women's wear brand that makes Everyday Beautiful—through thoughtfully designed clothing and deeply thoughtful customer experiences. For us, every customer conversation is not a ticket. It is a moment of connection with the brand.

We are looking for someone who can turn everyday customer interactions into warm, effortless, and memorable experiences.

Website:www.surma.in

Location: Magnum Towers, Sector 58, Gurgaon (On-site)

Working Days: 6 Days a Week

What You'll Do

1. Be the Voice of Surma

• Respond to customer queries across WhatsApp, email, Social media and other platforms. Ensure every message feels: Warm, Thoughtful, Clear and helpful
• Maintain Surma's tone—never robotic, always human

2.⁠ ⁠Go Beyond Replying

• Understand the real problem behind the query, Handle:

Returns

Exchanges

Refunds

Sizing queries

Order-related concerns

• Take ownership until the issue is fully resolved—not just responded to

3.⁠ ⁠Create Effortless Customer Experiences

• Make processes feel simple and smooth for the customer
• Anticipate follow-up questions and address them proactively
• Turn difficult situations into positive brand experiences

4.⁠ ⁠Work with Tools & Systems

• Use tools like:

Shopify (orders & customer details)

Limechat (WhatsApp conversations)

Return Prime (returns & exchanges)

Unicommerce (order management)

• Navigate systems quickly to provide accurate and timely responses

5.⁠ ⁠Collaborate & Improve - work closely with:

• Operations team (for delivery & logistics issues)
• Internal team (for escalations)
• Share recurring customer feedback to help improve: Products, Policies, Communication

Who You Are

1–3 years of experience in customer support/customer experience (D2C or e-commerce preferred)

You Will Thrive If You:

• Have a natural instinct to help and care for people
• Pay attention to how something is said, not just what is said
• Can stay calm and clear even in challenging situations
• Are comfortable navigating multiple tools and systems
• Take ownership and follow through on problems

Must-Haves

• Strong written and spoken English proficiency
• Strong Logical and Reasoning skills
• Ability to communicate clearly in Hindi and English
• Comfort with digital tools like Shopify, WhatsApp Business platforms, etc.
• Comprehend what the customer is saying and needed to be done

What Success Looks Like

Customers feel: Heard, Helped, Valued

Conversations are: Clear, Warm, Effortless

Issues are resolved end-to-end, without repeated follow-ups. Customers leave interactions feeling more connected to Surma.

Why This Role Matters

At Surma, customer delight is not a support function—it is a core part of the brand experience. This role sits at the intersection of: Product, Operations, Brand.

You will not be just solving problems, you will be shaping how customers feel about Surma.