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[3 Days Left] Customer Relationship Management Executive

GrowthJockeyIndia

17 hours ago

Job description

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 :

Connect with customers registering for product warranties.

Issue digital warranty certificates via standard email templates.

Maintain an updated database of warranty registrations.

Review & Feedback Management :

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.

Customer Call Handling :

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.

Return & Replacement Management (DTO) :

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.

Customer Delight & Brand Advocacy :

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.

Reporting & Compliance :

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.

Skills & Qualifications

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

What We Offer

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.

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 • India

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