Customer service

Mumbai - India

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description:

1. Customer Success & Brand Advocacy (The Human Part)

Tea Consultant: Act as a brand expert guiding customers through our collection to find the perfect blend for their palate.
Multi-Channel Support: Manage all incoming inquiries via Email WhatsApp Phone and Social Media with a consistent helpful brand voice.
Resolution Excellence: Resolve issues regarding order status damaged goods and returns with high empathy and speed.
The Extra Mile: Take full ownership of the customer recovery process (refunds replacements) to turn a negative experience into a positive one.
Metrics Driven: Maintain high First Response and Resolution rates to ensure top-tier satisfaction scores.

2. Operations & Fulfillment (The Action Part)

Order Management: Monitor the D2C platform (Shopify) daily to ensure all new orders are synchronized and processed by the warehouse.
Inventory Oversight: Monitor stock levels across key SKUs and alert the production team of potential stock-outs.
Logistics Coordination: Maintain daily contact with courier partners to escalate delayed shipments and negotiate re-attempts for failed deliveries.
RTO Management: Manage Return to Origin flows investigating delivery failures and updating internal records to minimize shipping losses.

3. Quality Assurance (The Guardian Part)

Feedback Loop: Act as the first line of defense by identifying patterns in customer complaints.
Process Improvement: Flag recurring packaging issues (e.g. damaged tins) to the warehouse or taste discrepancies to the production team for immediate batch checks.

Job Description: 1. Customer Success & Brand Advocacy (The Human Part) Tea Consultant: Act as a brand expert guiding customers through our collection to find the perfect blend for their palate. Multi-Channel Support: Manage all incoming inquiries via Email WhatsApp Phone and Social Media wi...