Join Zouk as a Senior Customer Experience Executive!
Location: Chembur, Mumbai (Onsite)
About Zouk:
At Zouk, we are redefining modern Indian lifestyle with our 100% PeTA-approved vegan products that are proudly Indian. Our range of stylish bags, wallets, and footwear blends tradition with modernity, making us a brand loved by over 600,000+ happy customers.
We’ve been featured by leading media outlets like CNBC TV18, ELLE, and Cosmopolitan and have made our mark in Bollywood movies, web series, and even global events. Fun fact: Our bags were gifted to global CEOs during PM Narendra Modi’s U.S. visit!
Backed by stellar investors and powered by a young, dynamic team, we are on a journey to build an iconic global brand from India.
Your Role as a Customer Experience Executive:
As a Senior Customer Service Executive, you'll play a key role in delivering an exceptional customer experience across Chat, Voice, and Email channels. You'll be responsible for resolving customer concerns efficiently, handling escalations with empathy, and collaborating with cross-functional teams to ensure every customer has a seamless experience with Zouk.
What You’ll Do:
- Manage customer interactions across Chat, Voice, and Email, ensuring timely and professional resolutions.
- Handle complex customer queries and escalations with empathy and ownership.
- Coordinate with the Operations, Warehouse, and Logistics teams to ensure smooth order processing and timely deliveries.
- Work closely with courier partners to resolve shipment and delivery-related issues.
- Maintain high customer satisfaction by delivering prompt, accurate, and personalized support.
- Monitor recurring customer concerns and share insights to improve processes and customer experience.
- Maintain accurate records of customer interactions in CRM tools and ensure timely follow-ups.
- Support and mentor junior team members whenever required while contributing to continuous process improvements.
Who You Are:
- Graduate with 2–5 years of experience in Customer Service or Customer Support.
- Hands-on experience handling Chat, Voice, and Email support processes.
- Excellent verbal and written communication skills in English and Hindi.
- Strong problem-solving skills with a customer-first mindset.
- Comfortable working with CRM tools, Microsoft Excel, and support platforms.
- Ability to multitask, prioritize effectively, and thrive in a fast-paced environment.
- Proactive, detail-oriented, and capable of handling customer escalations professionally.
Why Zouk?
- Be a Trailblazer: Shape the customer experience at a rapidly growing D2C brand.
- Learn & Grow Fast: Quick career progression and the chance to become a top D2C expert.
- Team Spirit: Join a young, fun, and motivated team that’s making waves in the industry.
- Backed by the Best: Work in a funded startup supported by some of India’s leading entrepreneurs.
- Impactful Work: Your contributions will directly influence our customers and our growth story.
If you’re ready to make a difference and grow with a brand that’s taking Indian heritage global, we’d love to hear from you!
Apply now and let’s create amazing experiences together.
Pay: ₹400,000.00 - ₹450,000.00 per year
Application Question(s):
- Do you have at least 2 years of experience in Customer Service or Customer Support?
- Have you handled customer support through Chat, Voice, and Email channels?
- Are you comfortable working from our Chembur, Mumbai office (Work From Office)?
- What is your current CTC, Expected CTC & Notice Period?
Work Location: In person
