Customer Relationship Management Executive

About UsAt 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 & QualificationsGraduate in any stream2–5 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 calmlyWhat We OfferOpportunity 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!