Customer Experience Executive - D2C / E-commerce

BRIX CONSULTANTS · India

Skill Set-Customer Experience | D2C / E-commerce

Location: Saki Naka, Andheri, Mumbai

Experience: 2–5 Years

Work Mode: Hybrid

⏳ Notice Period: Immediate Joiners preferred / Maximum 15 Days

Working Days: 6 Days/Week

Shift: Rotational Shifts, including Night Shifts

Week Off: Rotational

We are looking for an experienced Executive – Customer Love with a strong background in Customer Experience / Customer Support , preferably from D2C, FMCG, E-commerce, Food & Beverages, Nutrition/Wellness, Personal Care, or Consumer Products .

The ideal candidate should have hands-on experience managing customer interactions across multiple channels and providing timely, end-to-end resolutions.

• Handle customer queries through WhatsApp, Email, Social Media, Inbound & Outbound Calls
• Manage customer complaints and ensure end-to-end resolution
• Work with customer service metrics such as SLA, First Response Time (FRT), Resolution TAT & CSAT
• Handle NDR, RTO, lost/damaged shipments and delivery-related issues
• Coordinate with courier/logistics partners for shipment and customer resolutions
• Respond to customer comments and DMs on social media
• Maintain query logs, escalation trackers and refund/replacement trackers
• Work on Helpdesk/Ticketing platforms such as Freshdesk, Kapture, LimeChat or similar tools
• Work with e-commerce/OMS/WMS platforms such as Shopify, ClickPost, Unicommerce, EasyEcom or similar systems