Job Description:
About the Role
At Twinbirds, every customer interaction is an opportunity to create a lasting impression. As a Customer Executive, you will be the voice of our brand — ensuring every touchpoint is warm, responsive, and memorable. Your north star is simple: customer delight.
Key Responsibilities
1. High-Turnaround Customer Support
- Own and manage all inbound customer enquiries across Social Media (Instagram, Facebook), Email, and WhatsApp.
- Attend calls and engage with customers for effective engagement
- Maintain a first-response TAT of under 2 hours during business hours.
- Resolve queries with empathy, accuracy, and a solutions-first approach.
- Order status, returns, exchanges, and product questions
- Escalations and complaints handled with care and urgency
2. Customer Reviews & UGC Generation
- Proactively engage with customers post-purchase to encourage video and text reviews.
- Build relationships with happy customers and convert them into brand advocates.
- Coordinate review campaigns aligned with product launches and seasonal moments.
- Curate and share customer-generated content with the marketing team for use across channels.
3. NPS & CSAT Management
- Conduct regular NPS (Net Promoter Score) and CSAT (Customer Satisfaction) surveys.
- Analyse feedback trends and surface actionable insights to relevant teams.
- Track scores weekly and flag dips with root-cause analysis.
- Own the feedback loop — close the loop with detractors and celebrate promoters.
4. Cross-Functional Review Management
- Work closely with Operations, Marketing, and Product teams to resolve recurring customer pain points.
- Maintain an organised repository of all customer reviews across platforms (website, Google, social media).
- Highlight review trends in weekly CX reports to leadership.
- Collaborate with the marketing team to showcase top reviews in brand content.
5. Customer Delight Initiatives
- Conceptualise and execute delight moments — surprise gifting, personalised notes, birthday shoutouts.
- Plan and manage customer competitions, giveaways, and loyalty recognition programmes.
- Identify top customers and create special engagement plans to nurture long-term relationships.
- Track ROI of delight initiatives through repeat purchase rate and referral metrics.
What We're Looking For
Must-Have Skills
- Excellent written communication in English (Tamil / Hindi a bonus).
- Comfortable using WhatsApp Business, email tools, and social media DMs.
- Empathetic, patient, and customer-first mindset.
- Ability to multitask and manage high volumes with speed and accuracy.
Good to Have
- 1–3 years of experience in customer support, CRM, or community management.
- Experience in a D2C, e-commerce, or fashion brand environment.
- Familiarity with CX tools (Freshdesk, Zoho Desk, Gorgias, or similar).
- Understanding of NPS, CSAT, and customer analytics basics.
- Creative flair for crafting delight moments and customer engagement campaigns.
Why Join Twinbirds?
High-impact role
Your work directly shapes brand reputation and customer loyalty.
Grow with the brand
Be part of an early team building a cult D2C brand from the ground up.
Creative freedom
You have latitude to design delight experiences and own customer campaigns.
Love what we sell
Work with a fashion brand that genuinely cares about its customers and craft.
Twinbirds | Customer Experience Team | Confidential
Job Types: Full-time, Permanent, Fresher
Pay: ₹140,000.00 - ₹300,000.00 per year
Work Location: In person
