Customer Care & Operations Executive

We are looking for a Customer Care & Operations Executive who is proactive, organised, friendly, and excellent at communication.

This role goes beyond simply responding to customer queries. You will be responsible for ensuring customers have a smooth experience, coordinating internally to resolve issues quickly, and working closely with the founding team, dispatch team, and vendors to keep operations moving.

Key Responsibilities:

Customer Care & Support

• Handle customer queries across WhatsApp, Instagram, email, calls, and other communication channels.
• Provide friendly, clear, and prompt responses to customers.
• Take ownership of customer issues and proactively work towards resolutions rather than simply forwarding queries.
• Handle return, exchange, refund, delivery, product, and order-related queries.
• Coordinate with the dispatch/warehouse team to resolve delivery and order issues.
• Follow up internally until customer issues are completely resolved.
• Maintain a positive and premium customer experience at every touchpoint.

Operations Coordination

• Coordinate closely with the dispatch and warehouse teams for order-related issues and urgent requirements.
• Track pending customer issues and ensure timely closure.
• Work closely with the founding team on customer experience and operational requirements.
• Identify recurring customer issues and proactively suggest ways to improve processes.

Vendor & Production Coordination

• Follow up with vendors regarding raw materials, production timelines, deliveries, and pending requirements.
• Coordinate with vendors to ensure materials are received on time.
• Maintain regular follow-ups and keep the founding team updated on delays or issues.
• Help coordinate between vendors, production, warehouse, and the internal team to ensure smooth operations.