Website:
brixconsultants.com
Job details:
Skill Set-Customer Experience | D2C / E-commerce
📍 Location: Saki Naka, Andheri, Mumbai
💼 Experience: 2–5 Years
🏢 Work Mode: Hybrid
⏳ Notice Period: Immediate Joiners preferred / Maximum 15 Days
📅 Working Days: 6 Days/Week
🌙 Shift: Rotational Shifts, including Night Shifts
🔄 Week Off: Rotational
Job Description
We are looking for an experienced Executive – Customer Love with a strong background in Customer Experience / Customer Support, preferably from D2C, FMCG, E-commerce, Food & Beverages, Nutrition/Wellness, Personal Care, or Consumer Products.
The ideal candidate should have hands-on experience managing customer interactions across multiple channels and providing timely, end-to-end resolutions.
Roles & Responsibilities
- Handle customer queries through WhatsApp, Email, Social Media, Inbound & Outbound Calls
- Manage customer complaints and ensure end-to-end resolution
- Work with customer service metrics such as SLA, First Response Time (FRT), Resolution TAT & CSAT
- Handle NDR, RTO, lost/damaged shipments and delivery-related issues
- Coordinate with courier/logistics partners for shipment and customer resolutions
- Respond to customer comments and DMs on social media
- Maintain query logs, escalation trackers and refund/replacement trackers
- Work on Helpdesk/Ticketing platforms such as Freshdesk, Kapture, LimeChat or similar tools
- Work with e-commerce/OMS/WMS platforms such as Shopify, ClickPost, Unicommerce, EasyEcom or similar systems
Click on Apply to know more.
