Customer Engagement And Relations Executive

We are looking for a Customer Experience Executive who enjoys talking to customers, understanding their concerns, and improving their overall experience with the brand. This role is focused on conversations, feedback, and relationship-building, not telecalling or scripted call-center work.

You will interact with customers across WhatsApp, email, and calls to resolve queries, collect feedback, support order-related needs, and engage customers at key moments such as abandoned checkouts or post-purchase follow-ups.

Key ResponsibilitiesCustomer Communication & Support

• Respond to customer queries via WhatsApp, email, and calls
• Provide clear, polite, and solution-oriented responses
• Handle order-related issues such as delivery updates, refunds, and replacements
• Ensure customer issues are followed through till closure

Customer Feedback & Engagement

• Speak with customers to understand their experience and collect feedback
• Share insights and recurring issues with internal teams
• Support customer satisfaction and retention initiatives

Abandoned Cart & Checkout Follow-ups

• Call or message customers who have abandoned carts or incomplete checkouts
• Understand objections or concerns and help resolve them
• Support conversion through helpful, non-pushy communication

Coordination & Reporting

• Coordinate with operations, logistics, and internal teams for issue resolution
• Maintain basic records and trackers of customer interactions
• Support improvements in customer experience processes
• What We’re Looking ForStrong spoken and written communication skills
• Comfort in speaking with customers over calls and messages
• Empathy, patience, and problem-solving mindset
• Ability to handle multiple conversations and follow-ups
• Basic proficiency with WhatsApp, email, and Google Sheets
• Willingness to learn and grow in a fast-moving environment
• Nice to Have (Not Mandatory)Experience in D2C, e-commerce, or wellness brands
• Prior customer interaction or relationship management experience
• Familiarity with CRM or order management tools
• What This Role OffersA non-BPO, relationship-focused customer role
• Direct impact on customer satisfaction and brand loyalty
• Exposure to customer insights, retention, and growth
• A supportive, collaborative, and growing team environment