Customer Service Support Specialist

Job Title: Customer Delight Executive

Brand: Pure & Sure:100% Certified Organic Food Brand

Location: Bengaluru (Head Office / Jayanagar)

Employment Type: Full-time

About Pure & Sure

Pure & Sure is a pioneer in India's organic food movement with a 25+ year legacy. We work directly

with certified organic farmers and follow a strict seed-to-plate approach to deliver clean, honest, and

traceable food.

At Pure & Sure, customer trust is everything and the Customer Delight team is the voice and heart of

that trust.

Role Overview

The Customer Delight Executive will be responsible for delivering a warm, reliable, and transparent

experience across all customer touchpoints online, in-store, and post-purchase.

This role goes beyond issue resolution, it is about building long-term relationships, educating

customers about organic food, and ensuring every interaction reflects Pure & Sure's values.

Key Responsibilities

Customer Support & Communication

• Handle customer queries via phone, WhatsApp, email, website chat, and social media DMs

• Resolve order-related concerns: deliveries, delays, returns, refunds, replacements

• Provide accurate information about products, certifications, sourcing, pricing, and offers

• Maintain a calm, empathetic, and solution-oriented approach at all times

Order & CRM Management

• Coordinate with warehouse, logistics, store, and café teams to ensure smooth order

fulfillment

• Update and manage customer interactions in CRM tools

• Track complaints, escalations, and resolutions with proper documentation

• Share recurring issues and insights with internal teams for improvement

Customer Experience & Retention

• Proactively follow up with customers to ensure satisfaction

• Support membership queries and renewals

• Assist in community buying, society orders, and store event communications

• Collect customer feedback and share insights to improve products and services

Brand Representation

• Act as a brand ambassador clearly communicating Pure & Sure's organic standards,

sustainability practices, and values

• Educate customers on product usage, storage, benefits, and organic differences

• Ensure tone and communication remain honest, respectful, warm, and transparent

Required Skills & Qualifications

• Bachelor's degree in any discipline (Hospitality, Commerce, or Communication preferred)

• 3-4 years of experience in customer support, customer success, or service roles

• Strong verbal and written communication skills (English mandatory; Kannada & Hindi also

preferred)

• Comfort using CRM tools, order management systems, and WhatsApp-based support

• Ability to handle high-volume queries with patience and accuracy

• Strong ownership mindset and problem-solving ability

What We're Looking For

• Someone who genuinely cares about people and food

• Calm under pressure, empathetic by nature

• Detail-oriented and process-driven

• Willingness to learn about organic food, certifications, and sustainability

Why Join Pure & Sure

• Be part of India's most trusted organic food brand

• Work with a purpose-driven team focused on health, sustainability, and transparency

• Learn deeply about organic food systems and ethical sourcing

• Opportunity to grow into Customer Experience, Community, or Operations roles