Customer Feedback and Review Intern

Job Description – Customer Feedback & Review Intern

Department: E-commerce

Designation: Customer Feedback & Review Intern

Location: Pune

Experience: 0–2 Years

Employment Type: Full-time

Industry: D2C / E-commerce / Consumer Products

About the Role

We are looking for a proactive and customer-focused Customer Feedback & Review Executive to join our E-commerce team. The role will involve engaging with customers post-purchase, collecting genuine feedback and product reviews, understanding customer pain points, and generating actionable insights to improve customer experience and marketplace performance. This role is suitable for freshers and candidates with up to 2 years of experience who have strong communication skills, a customer-first mindset, and an interest in E commerce.

Key Responsibilities Customer Feedback & Review Management

 Make outbound calls to customers after product delivery to understand their experience.

 Encourage satisfied customers to share genuine product reviews and ratings on E commerce marketplaces.

 Capture customer feedback related to product quality, usability, delivery, packaging, and overall experience.

 Maintain accurate records of customer interactions, feedback, and review status.

 Follow up with customers wherever needed to close the feedback loop.

 Ensure all review-related activities comply with marketplace policies. Customer Insights & Analysis

 Identify recurring customer complaints, product issues, and positive customer sentiments.

 Categorize feedback based on parameters such as Product, Quality, Delivery, Packaging, Usage Experience, and Customer Service.

 Identify trends and common customer pain points from collected feedback.

 Share actionable customer insights with the E-commerce, Product, Operations, and Customer Experience teams.

 Escalate critical product or customer issues to the relevant teams. Marketplace Review & Rating Tracking

 Monitor product reviews, ratings, and customer feedback across E-commerce marketplaces.

 Track changes in star ratings, review volumes, and positive/negative feedback trends.

 Identify listings/products that require attention based on customer feedback.

 Maintain review and rating trackers for key products.

 Support the E-commerce team in improving customer experience and marketplace performance.

Reporting & MIS

 Maintain daily and monthly calling and feedback reports.

 Track key metrics such as:

o Calls attempted

o Calls connected

o Positive/Neutral/Negative feedback

o Reviews generated

o Review conversion rate

o Customer complaints identified

o Product-related issues

 Prepare weekly/monthly reports highlighting key customer insights.

 Ensure trackers and reports are updated accurately and on time.

Cross-functional Coordination

 Coordinate with the E-commerce team on product-level review and feedback requirements.

 Work with Customer Experience, Product, Operations, and E-commerce teams to address recurring customer issues.

 Share customer feedback that can help improve products, listings, and overall customer experience. Key Performance Indicators (KPIs)

 Customer contact/connection rate

 Feedback collection rate

 Genuine review generation

 Review conversion rate

 Positive feedback percentage

 Reduction in negative customer feedback

 Customer issue identification and escalation

 Accuracy and timeliness of reporting Required Skills

 Excellent verbal and written communication skills.

 Comfortable speaking with customers over the phone.

 Strong customer-handling and interpersonal skills.

 Basic understanding of E-commerce and online marketplaces.

 Good knowledge of MS Excel / Google Sheets.

 Strong attention to detail and ability to maintain accurate data.

 Basic analytical and problem-solving skills.

 Ability to understand customer sentiment and identify key insights.

 Target-oriented and self-motivated approach.

Preferred Qualifications

 Bachelor's degree in any discipline.

 0–2 years of experience in Customer Experience, E-commerce, Telecalling, Customer Support, Review Management, or Marketplace Operations.

 Freshers are welcome to apply.

 Prior experience with Amazon, Flipkart, Myntra, Nykaa, or other E-commerce marketplaces is an advantage.

 Experience with CRM or customer feedback tools is a plus.

 Hindi and English proficiency is mandatory; Marathi or any South Indian language will be an added advantage.

Ideal Candidate We are looking for someone who is:

 Customer-centric and empathetic

 Comfortable speaking with customers daily

 Target-oriented and consistent

 Detail-oriented and organized

 Quick to learn and adapt

 Comfortable working with data and spreadsheets

 Proactive in identifying customer issues

 Interested in E-commerce and customer experience

 Able to convert customer conversations into actionable business insights

This role provides an opportunity to work closely with the E-commerce team and directly contribute to customer experience, marketplace ratings, product improvement, and business growth.

Interested candidates can share their resumes at

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