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Customer Relationship Management Executive
GrowthJockeyGurugram, Haryana, India14 hours ago
Job descriptionConnect with customers registering for product warranties. Issue digital warranty certificates via standard email templates. Maintain an updated database of warranty registrations. Engage with customers who post negative reviews / comments on marketplaces to resolve concerns and encourage updated reviews. Reduce returns / claims through proactive communication and problem-solving. Promote positive reviews by motivating satisfied customers to share their experiences online. Attend inbound calls from customers on the registered customer care number. Provide timely resolutions for queries regarding order status, returns, warranty, and product-related concerns. Assist customers in selecting the correct return / replacement (Direct to Origin – DTO) options on Amazon and Flipkart. Coordinate with internal teams to ensure seamless reverse logistics and customer satisfaction. Conduct proactive follow-up calls for feedback post-delivery. Offer discount coupons or loyalty perks to promoter customers and convert them into brand advocates. Identify and engage potential long-term loyal customers. Track, document, and analyze customer escalations, reviews, and resolutions. Share weekly MIS reports with management on ODR, return rates, customer sentiment, and review trends. Stay updated with marketplace policies and ensure 100% compliance. Graduate in any stream 2–5 years of experience in Customer Service, CRM, or Seller Support roles (preferably in e-commerce / D2C brands). Strong communication skills (English & Hindi essential; additional regional languages a plus). Familiarity with Amazon Seller Central, Flipkart Seller Hub, and CRM tools. Problem-solving mindset with a customer-first approach. Ability to manage stress and handle irate customers calmly Opportunity to shape the customer experience journey in a high-growth brand. A collaborative work environment with direct impact on business growth. Competitive compensation and performance-based incentives. Employee discounts on our sleep solutions.
About Us
At GrowthJockey, we don’t just build brands—we engineer ventures that disrupt industries. With 25+ successful launches under our belt for Fortune 500s and top consulting firms, we’re redefining the startup game. From AI-led AdTech to full-stack digital innovation, we move fast, think bold, and scale smarter.Our proprietary platform, intellsys.ai, is revolutionizing digital marketing with 100+ in-house AI models—making D2C growth more intelligent, efficient, and personalized than ever before.
Key Responsibilities :
Customer Escalation Handling :
- Manage escalations from Amazon, Flipkart, and JioMart to maintain a healthy Order Defect Rate (ODR) and seller ratings.
- Resolve A-to-Z Guarantee claims and customer grievances within SLA.
Warranty Management :
Review & Feedback Management :
Customer Call Handling :
Return & Replacement Management (DTO) :
Customer Delight & Brand Advocacy :
Reporting & Compliance :
Skills & Qualifications
What We Offer
If you are passionate about building customer trust, solving problems, and enhancing brand reputation , we’d love to hear from you. Apply now!
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Customer Relationship Executive • Gurugram, Haryana, India
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