CUSTOMER EXPERIENCE EXECUTIVE

Location: JAIPUR (WORK FROM OFFICE)

Type: FULL-TIME

Experience: 1-3 YEARS

Salary: NO BAR FOR RIGHT CANDIDATE - BASED ON EXPERIENCE

Company: PINK CITY JEWELHOUSE PVT. LTD, JAIPUR, RAJASTHAN

Key Responsibilities

Customer Communication

• Respond to customer queries on Instagram DMs and comments, website chat, WhatsApp, email and phone within defined response times
• Share accurate order status, tracking and delivery updates
• Inform customers about a delayed order before they must ask
• Handle complaints, escalations and grievances calmly and professionally, and close them to the customer's satisfaction
• Process returns, exchanges and refunds as per company policy

Order & Delivery Follow-up

• Track all open orders daily and flag shipments that are stuck or delayed beyond the promised timeline
• Coordinate cordially with the warehouse team on dispatch status, packaging, and wrong or damaged product issues
• Follow up with courier partners on undelivered shipments, failed delivery attempts (NDR) and returns (RTO)
• Call COD customers to confirm orders and reduce cancellations and returns

Feedback & Reporting

• Maintain a daily query log in Excel with order ID, query type, status and resolution time
• Share a weekly summary of customer feedback with the internal team, covering product, sizing, packaging, delivery and website issues
• Collect reviews and testimonials from happy customers
• Suggest improvements to FAQs, reply to templates and policies based on recurring queries

What We're Looking For

• Excellent spoken and written English and Hindi
• 1-3 years in customer support or customer experience, ideally with a D2C, E-commerce, fashion or lifestyle brand
• Freshers with outstanding communication skills may also apply
• Comfortable using Instagram and WhatsApp Business, with a warm, brand-appropriate tone
• Basic Excel skills: Data entry, filters and simple formulas
• Patient, polite and calm under pressure
• A genuine ownership mindset: you follow up until the issue is closed
• Well organised and able to handle multiple conversations at once
• Good to have experience with e-commerce order panels, shipping platforms or helpdesk tools

Women candidates are encouraged to Apply.

Immediate Joiner will be preferred. Interested candidates can share your resume on [HIDDEN TEXT] and WhatsApp - [phone removed]