Customer Care Executive

Customer Service Executive Ethniq

Department: Customer Experience / Customer Service
Experience: 3-4 Years
Industry: Healthcare / HealthTech / Wellness / D2C
Employment Type: Full-Time
Location: Mohali

Role Overview

The Customer Service Executive will be responsible for handling customer queries, complaints, product-related questions, order-related concerns and follow-ups across multiple channels.

The ideal candidate should have 34 years of experience in Healthcare, HealthTech, Wellness, Nutraceutical, Pharma or a similar industry, along with hands-on experience with CRM platforms, ticketing systems and other customer service software.

The candidate should be comfortable working with customers, understanding their concerns, coordinating with internal teams and ensuring timely resolution.

Key Responsibilities

• Handle customer queries through phone calls, WhatsApp, email, chat and other customer support channels.
  
• Respond to customer queries related to ethniq products, usage, orders, deliveries, payments and general product information.
  
• Understand customer concerns and provide accurate, clear and professional responses.
  
• Manage customer interactions, tickets and follow-ups through the CRM and customer service platforms.
  
• Maintain accurate customer records, interaction history and case details in the CRM.
  
• Handle customer complaints and escalations with empathy and professionalism.
  
• Coordinate with Operations, Logistics, Sales, Marketing, Product and other internal teams for timely resolution of customer issues.
  
• Follow up with customers until the issue or query is satisfactorily resolved.
  
• Monitor open tickets and ensure queries are closed within defined timelines.
  
• Maintain proper documentation of customer complaints, feedback and resolutions.
  
• Identify recurring customer concerns and communicate relevant insights to the respective internal teams.
  
• Collect and document customer feedback to help improve products, processes and overall customer experience.
  
• Prepare regular reports on customer queries, complaints, ticket volumes, resolution timelines and other relevant customer service metrics.
  
• Ensure all customer communication is aligned with ethniq's brand tone, communication guidelines and customer service standards.
  
• Escalate product-related or health-related queries to the appropriate internal team wherever required rather than providing unsupported medical advice.
  

Required Experience & Skills

• 3–4 years of experience in Customer Service / Customer Experience.
  
• Experience in Healthcare, HealthTech, Wellness, Nutraceutical, Pharma or D2C is preferred.
  
• Hands-on experience with CRM platforms and customer service/ticketing software.
  
• Experience managing customer queries across multiple channels.
  
• Good understanding of customer complaint and escalation management.
  
• Strong verbal and written communication skills.
  
• Strong coordination and follow-up skills.
  
• Good problem-solving ability and attention to detail.
  
• Comfortable working with MS Excel / Google Sheets and basic customer service reports.
  
• Ability to manage multiple queries and priorities simultaneously.
  
• Strong customer-centric approach with patience and empathy.
  

Preferred Experience

Candidates with experience in the following areas will be preferred:

• Healthcare / HealthTech customer support
  
• Wellness / Nutraceutical / Pharma customer service
  
• D2C / E-commerce customer support
  
• CRM and ticket management
  
• WhatsApp customer support
  
• Order, delivery, return and refund-related queries
  
• Complaint and escalation management
  
• Customer feedback management
  
• Customer retention and follow-up
  

Key Competencies

• Customer-centric mindset
  
• Excellent communication
  
• Empathy and patience
  
• Problem-solving
  
• Ownership and accountability
  
• Strong follow-up
  
• Attention to detail
  
• Cross-functional coordination
  
• Ability to work in a fast-paced environment
  
• Process-oriented approach
  

Education

Bachelor's degree in any relevant discipline.

Relevant industry experience will be given importance.

What We’re Looking For

We are looking for someone who can take end-to-end ownership of customer queries, ensure timely resolutions, maintain accurate CRM records and work closely with internal teams to deliver a seamless customer experience for ethniq customers.

Ethniq:

About the Parent Company:

Finvasia is a multi-disciplinary, multinational organisation that owns and operates over a

dozen brands across financial services, technology, real estate and healthcare verticals.

Some of the notable brands owned by Finvasia are Fxview, Shoonya, ACT Trader,

CapitalWallet, Zulutrade, AAAfx, Gini Health,

bodyLoop, StackFlow, Finvasia estates, and portfolios.com Over the last 13 years of our

history,Finvasia has managed funds for some of the notable hedge funds of the Wall street,

launched the first and only commission free ecosystem for listed and fee based financial

products in India, provided technology to some of the notable listed and unlisted financial

services entities across the globe, launched medically proven diabetes reversal program and

engaged scientist from various specialised fields to build nano and micro medical devices

that can monitor and assist in various body functions.

Ethniq: Ethniq is a new company registered under the healthcare vertical of Finvasia. It

prepares & formulates Ayush & nutraceuticals medicines to be launched in the domestic

market as well as overseas.The core philosophy of the company lies in the patients outcome

& evidence based care. We adhere to all necessary protocols before launching our

medicines i.e devising new formulations, Lab testing/ pre clinical, Testing on sample

population, clinical trials & patents (wherever applicable)