Website:
Job details:
Customer Experience Executive (D2C Skincare Brand) – C11 Aura
📍 Location: Kharar (Mohali), Punjab (On-site)
💼 Employment Type: Full-time
💰 Salary: ₹15,000 – ₹20,000 per month (Based on experience and skills)
About C11 Aura
C11 Aura is a premium D2C skincare brand building high-performance body care products backed by science, exceptional formulations, and premium customer experience.
We believe that customer experience doesn't end after the purchase—it begins there.
We're looking for a Customer Experience Executive who can become the voice of our brand and deliver an exceptional post-purchase experience to every customer.
About the Role
This is not a traditional customer support or call-center role.
You will own the complete post-purchase customer journey and ensure every customer receives quick responses, accurate order updates, and smooth issue resolution.
You will work closely with the Founder, Operations Lead, Warehouse, and Logistics partners to deliver a premium customer experience.
Key Responsibilities
Customer Communication
Handle customer queries through:
Email (care@c11aura.com)
WhatsApp Business
Instagram Direct Messages
Phone calls (when required)
Provide professional, empathetic, and solution-oriented communication while maintaining the brand voice.
Order Management
Handle order status queries.
Assist customers with order tracking.
Coordinate with warehouse and logistics partners.
Resolve shipment delays.
Support order modifications before dispatch whenever possible.
Returns, Refunds & Replacements
Process return requests.
Manage refunds according to company policy.
Coordinate replacement orders.
Resolve damaged, missing, incorrect, or defective product cases.
Ensure timely closure of all customer issues.
Customer Issue Resolution
Take complete ownership of customer concerns including:
Delayed deliveries
Lost shipments
Wrong product delivered
Damaged products
Missing items
Payment-related issues
Order cancellations (where applicable)
Cross-Functional Coordination
Work closely with:
Operations Lead
Warehouse Team
WareIQ
Courier Partners
Founder
to resolve customer issues quickly and efficiently.
Reporting & Process Improvement
Maintain daily reports on:
Customer queries received
Open and closed cases
Refunds
Returns
Replacement requests
Common customer complaints
Customer feedback
Identify recurring issues and recommend improvements to enhance the customer experience.
Tools You Will Use
Customer Support
Shopify
Gmail / Google Workspace
WhatsApp Business
Instagram Business Suite
Reporting
Google Sheets
Microsoft Excel
Operations
WareIQ Dashboard
Courier Portals (Delhivery, Blue Dart, etc.)
Future Tools (Training Provided)
Gorgias
Zoho Desk
Interakt
WATI
Shopify Flow
Klaviyo
Qualifications
1–3 years of experience in Customer Support, Customer Experience, or D2C/E-commerce.
Experience with Shopify is preferred.
Experience handling WhatsApp and Instagram customer communication is preferred.
Strong written and verbal English communication skills.
Basic Excel or Google Sheets knowledge.
Strong problem-solving skills and attention to detail.
We're Looking For Someone Who
Thinks like an owner, not just a support executive.
Enjoys solving customer problems.
Takes complete ownership until every issue is resolved.
Can remain calm during high-volume sales and product launches.
Is organized, proactive, and eager to learn.
Wants to grow with a fast-growing D2C skincare brand.
Growth Opportunity
As C11 Aura grows, this role can progress into:
Senior Customer Experience Executive
Customer Experience Lead
Customer Experience Manager
Working Hours
Monday to Friday
10:00 AM – 7:00 PM
On-site (Kharar, Mohali)
During major product launches or high-order-volume periods, occasional extended working hours may be required.
Why Join C11 Aura?
Work directly with the Founder.
High ownership from Day 1.
Opportunity to build customer experience systems from the ground up.
Fast learning and career growth in a rapidly growing D2C skincare brand.
Make a real impact on customer satisfaction and brand reputation.
How to Apply
Click Easy Apply on LinkedIn or email your resume to:
📧 navjotkaurwork123@gmail.com
Subject: Customer Experience Executive – C11 Aura – [Your Name]
Click on Apply to know more.