Location: Khar West, Mumbai
Employment Type: Full-Time
Role Overview
We are looking for a customer-first Customer Experience Executive who can deliver seamless, thoughtful, and high-quality support across all touchpoints. You will be responsible for managing customer interactions, resolving issues efficiently, and ensuring every interaction reflects premium brand experience.
Key Responsibilities
Customer Support & Communication
- Manage customer queries across calls, WhatsApp, email,
- Assist customers with product information, order status, deliveries, returns, exchanges, and refunds
- Deliver clear, accurate, and timely responses aligned with Vezzo’s brand voice
Multi-Channel & Platform Management
- Handle customer communication across multiple platforms (- email, whatsapp and phone.
- Maintain updated customer records and communication logs
Issue Resolution & Escalation
- Resolve customer concerns with empathy, ownership, and efficiency
- Coordinate with internal teams (operations, logistics, etc.) for issue resolution
- Ensure timely follow-ups until closure and customer satisfaction
Customer Insights & Feedback
- Capture recurring queries, concerns, and feedback
- Share reports and insights to improve FAQs, processes, and overall customer experience
- Contribute to enhancing communication templates and service quality
Documentation & Reporting
- Maintain accurate records in CRM/tools/spreadsheets
- Track key metrics such as query volumes, response time, and resolution quality
- Prepare periodic reports and highlight trends or gaps
Skills & Qualifications
- 1–3 years of experience in customer support / customer experience / call centre roles (D2C preferred)
- Strong command of spoken and written English
- Experience handling multi-channel support (calls + chat + email)
- Excellent communication, empathy, and problem-solving skills
- Ability to multitask, prioritize, and work independently in a fast-paced environment
- Basic understanding of e-commerce workflows (orders, returns, exchanges)
- Familiarity with CRM/helpdesk tools and WhatsApp Business is a plus
What We’re Looking For
- A customer-obsessed, solution-oriented mindset
- Strong ownership and accountability
- Someone who understands that customer support = brand experience
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
