We are hiring a Customer Experience Executive to support customers across multiple digital channels in a high-growth direct-to-consumer e-commerce setup. The role focuses on resolving customer concerns quickly, supporting order fulfillment journeys, and contributing to retention and revenue outcomes through high-quality interactions.
Responsibilities:
- Act as the first point of contact for customer interactions across voice, chat, email, and social platforms
- Resolve order-related concerns including delivery delays, failed deliveries, returns, and order follow-ups
- Handle cash-on-delivery verifications, non-delivery reports (NDRs), RTO closures, and cart recovery activities
- Ensure all customer interactions meet defined service-level agreements and quality benchmarks
- Work closely with internal teams such as logistics, operations, growth, and marketing to ensure issue resolution
- Document customer interactions accurately within internal systems and CRMs
- Contribute toward team targets related to customer satisfaction, response time, and order success rates
Requirements:
- 12 years of hands-on experience in customer support or customer experience roles
- Prior exposure to e-commerce or D2C environments is highly preferred
- Strong spoken and written English communication skills
- Ability to manage multiple conversations and priorities in real time
- Familiarity with CRM tools, order management systems, and delivery partner dashboards
- A positive, empathetic approach with a strong customer advocacy mindset
- Interest in consumer-facing products; familiarity with food or lifestyle brands is an added advantage
