About Us
At GrowthJockey, we don't just build brandswe engineer ventures that disrupt industries. With 25+ successful launches under our belt for Fortune 500s and top consulting firms, we're redefining the startup game. From AI-led AdTech to full-stack digital innovation, we move fast, think bold, and scale smarter.Our proprietary platform, intellsys.ai, is revolutionizing digital marketing with 100+ in-house AI modelsmaking D2C growth more intelligent, efficient, and personalized than ever before.
Key Responsibilities:
Customer Escalation Handling:
- Manage escalations from Amazon, Flipkart, and JioMart to maintain a healthy Order Defect Rate (ODR) and seller ratings.
- Resolve A-to-Z Guarantee claims and customer grievances within SLA.
Warranty Management:
- Connect with customers registering for product warranties.
- Issue digital warranty certificates via standard email templates.
- Maintain an updated database of warranty registrations.
Review & Feedback Management:
- Engage with customers who post negative reviews/comments on marketplaces to resolve concerns and encourage updated reviews.
- Reduce returns/claims through proactive communication and problem-solving.
- Promote positive reviews by motivating satisfied customers to share their experiences online.
Customer Call Handling:
- Attend inbound calls from customers on the registered customer care number.
- Provide timely resolutions for queries regarding order status, returns, warranty, and product-related concerns.
Return & Replacement Management (DTO):
- Assist customers in selecting the correct return/replacement (Direct to Origin DTO) options on Amazon and Flipkart.
- Coordinate with internal teams to ensure seamless reverse logistics and customer satisfaction.
Customer Delight & Brand Advocacy:
- Conduct proactive follow-up calls for feedback post-delivery.
- Offer discount coupons or loyalty perks to promoter customers and convert them into brand advocates.
- Identify and engage potential long-term loyal customers.
Reporting & Compliance:
- Track, document, and analyze customer escalations, reviews, and resolutions.
- Share weekly MIS reports with management on ODR, return rates, customer sentiment, and review trends.
- Stay updated with marketplace policies and ensure 100% compliance.
Skills & Qualifications
- Graduate in any stream
- 25 years of experience in Customer Service, CRM, or Seller Support roles (preferably in e-commerce / D2C brands).
- Strong communication skills (English & Hindi essential; additional regional languages a plus).
- Familiarity with Amazon Seller Central, Flipkart Seller Hub, and CRM tools.
- Problem-solving mindset with a customer-first approach.
- Ability to manage stress and handle irate customers calmly
What We Offer
- Opportunity to shape the customer experience journey in a high-growth brand.
- A collaborative work environment with direct impact on business growth.
- Competitive compensation and performance-based incentives.
- Employee discounts on our sleep solutions.
If you are passionate about building customer trust, solving problems, and enhancing brand reputation, we'd love to hear from you. Apply now!
