Customer Service (Cx) Executive

We’re Hiring : Customer Experience (CX) Executive Location : Gurugram (On-site)

Type : Full-Time

Experience : 2 - 6 years

About Originally Desi Originally Desi is a premium heritage food brand rooted in authenticity and tradition. We craft pure, organic products, including A2 bilona ghee, wood-pressed oils, raw forest honey, and superfoods, using age-old methods passed down through generations. Our mission is to preserve culinary traditions while delivering uncompromised quality to health-conscious, culturally-rooted consumers across India and beyond.

About The Role We're seeking a dynamic and empathetic Customer Experience Executive to be the voice and heart of Originally Desi. In this role, you'll own the end-to-end customer journey, transforming interactions into lasting relationships while championing our brand values of authenticity, purity, and care.

Key Responsibilities : Customer Support & Engagement Respond to customer inquiries across multiple channels (email, phone, chat, social media) with empathy, clarity, and brand voice consistency

Resolve complaints and issues promptly while maintaining exceptional standards of service and turning detractors into advocates

Build meaningful relationships with customers by understanding their needs, preferences, and feedback to create personalized experiences

CX Strategy & Process Improvement Identify pain points in the customer journey and propose data-driven improvements to enhance satisfaction and reduce friction

Document and standardize customer service processes to ensure consistency and scalability across the growing customer base

Monitor and analyze KPIs including customer satisfaction, response times, resolution rates, and escalation trends

Champion customer insights by synthesizing feedback and sharing actionable recommendations with product, marketing, and operations teams

Product Knowledge & Advocacy Develop deep expertise in Originally Desi's product range, sourcing methods, health benefits, and brand philosophy

Educate customers about bilona ghee, cold-pressed oils, and traditional superfoods to build confidence in our authenticity

Tell our story authentically, helping customers understand the heritage, craftsmanship, and sustainability behind each product

Operations & Collaboration Manage order-related inquiries including shipping, returns, refunds, and product replacements with clarity and urgency

Coordinate with logistics and operations teams to expedite resolutions and ensure seamless handoffs

Maintain organized records of customer interactions, issues, and resolutions in the CRM system

Customer Retention & Growth Proactively reach out to at-risk customers and implement retention strategies

Identify upsell and cross-sell opportunities through thoughtful, non-intrusive recommendations

Support customer acquisition programs by delivering exceptional post-purchase experiences that encourage referrals and repeat orders

Required Qualifications Experience : 2+ years in customer support, customer experience, or customer success roles (preferably in e-commerce, FMCG, or D2C brands)

• Communication Skills : Fluent in English and Hindi;

excellent written and verbal communication with professionalism and warmth

Problem-Solving : Proven ability to handle complex issues, think creatively, and find win-win solutions under pressure

quick learner of new tools

empathy-first approach to conflict resolution

Attention to Detail : Strong organizational skills with ability to track multiple interactions, timelines, and follow-ups simultaneously

comfortable with ambiguity and change

Why Join Originally Desi? ✓Be part of a brand preserving authentic traditions and promoting wellness in a market saturated with mass-produced alternatives

✓ Every interaction you manage reinforces trust in a brand that customers genuinely love and believe in

✓ In a rapidly growing company, your role will evolve as we scale. Opportunity to build a world-class CX function from the ground up

✓ Work with a team that values authenticity, transparency, and continuous learning

About Our Team & Culture We're a tight-knit, mission-driven team committed to preserving traditions while building a modern, scalable brand. If you value authenticity, continuous learning, and the satisfaction of solving real problems for real people, Originally Desi is the place for you.

Originally Desi is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace.