Customer Care Executive

Customer Care Executive – Pet Gourmet

Role Overview

Pet Gourmet is looking for a Customer Care Executive to be the primary point of contact for our pet parents. You'll handle customer queries across calls, WhatsApp, email, and social channels, ensuring every pet parent has a smooth, satisfying experience with our products and service.

Key Responsibilities

• Respond to customer queries on orders, product information, and delivery status across all channels
• Handle complaints, returns, and replacements with empathy and speed
• Coordinate with logistics and warehouse teams to resolve order issues
• Maintain accurate records of customer interactions in the CRM
• Escalate unresolved or sensitive issues to the relevant team
• Gather customer feedback and share recurring issues or product concerns with the brand team
• Support order confirmations, follow-ups, and post-purchase check-ins

Requirements

• 1-3 years of experience in customer service, preferably in e-commerce, D2C, or FMCG
• Strong verbal and written communication skills
• Comfortable working across WhatsApp Business, email, and call support tools
• Patient, empathetic, and solution-oriented approach
• Basic familiarity with CRM or helpdesk tools is a plus
• Genuine interest in pets and pet care preferred

What We Offer

• Hybrid/ flexible working hours
• Direct exposure to a growing D2C pet brand
• Opportunity to shape the customer experience function from the ground up