Customer Care Executive

About Gro Club

Gro Club helps families access high-quality children’s products through a smarter ownership model. Our focus is to make parenting more convenient, affordable, and sustainable by helping families upgrade products as their children grow.

We are looking for a Customer Service Executive who can support Gro Club customers after purchase and ensure they have a smooth, helpful, and reassuring experience.

Role Overview

The Customer Service Executive will be responsible for assisting Gro Club customers after they place an order. This includes handling customer queries, resolving issues, coordinating with internal teams, and keeping customers updated across phone, WhatsApp, social media, and email.

The role requires someone who is calm, clear in communication, empathetic with customers, and comfortable using CRM tools to manage customer interactions.

Key Responsibilities

• Handle post-purchase customer queries through phone calls, WhatsApp, social media, and email.
• Support customers with order updates, delivery timelines, service requests, warranty queries, product issues, and upgrade-related questions.
• Use Gro Club’s CRM and internal tools to track customer conversations, update ticket status, and maintain accurate records.
• Coordinate with internal teams such as operations, delivery, service, sales, and warehouse teams to get the right information for customers.
• Follow up with customers until their issue or query is resolved.
• Escalate urgent or unresolved customer issues to the right team members.
• Ensure customers receive timely, polite, and clear communication.
• Help reduce confusion by explaining Gro Club’s processes in a simple and customer-friendly way.
• Maintain a positive customer experience even during complaints or delays.
• Share recurring customer issues or feedback with the team to help improve processes.

Requirements

• Previous experience in customer support, customer service, telecalling, or CRM-based support is preferred.
• Good communication skills in English and Hindi. Knowledge of Kannada or Telugu will be an added advantage.
• Comfortable speaking to customers over calls and handling support messages across different channels.
• Ability to stay calm and professional while handling complaints or difficult conversations.
• Basic computer skills and willingness to use CRM, WhatsApp tools, email, and internal dashboards.
• Good coordination skills to work with multiple internal teams.
• Strong follow-up skills and attention to detail.
• Customer-first attitude with the ability to explain things clearly and patiently.

The ideal candidate is someone who genuinely enjoys helping customers, can take ownership of issues, and is comfortable working in a fast-moving startup environment. They should be able to balance empathy with clear communication and ensure every customer feels heard and supported.