Product Experience Specialist (Customer Service)

Company Description

At EDT, Our mission is to reimagine the daily devices in our life for the present & for the future. To spark joy in the daily humdrum of our lives with design & seamless tech. To make your everyday extraordinary.

Role Description

This is a full-time, on-site role located in Mumbai for a Product Experience Specialist (Customer Service). We’re looking for a Product Experience Specialist who can turn every customer interaction into trust, clarity, and delight. You’ll be the first line of experience for our growing community guiding them before they buy, supporting them after they do, and helping them understand the tech behind our products.

If you’ve worked in consumer appliances , hardware , or tech-enabled products , and love helping people get the most out of what they use every day this role is for you.

Key Responsibilities :

1.Manage and resolve customer queries via email, phone, live chat, and social media within defined SLAs.

2. Support customers during the pre-purchase phase with product guidance and recommendations.

3. Troubleshoot product issues, guiding customers through resolution steps and coordinating with service / repair partners.

4. Handle warranty claims, replacements, and returns in line with company policies.

5. Maintain accurate customer interaction logs in CRM.

6. Comfortable working & set up automate Workflow with AI-driven tools (chatbots, response assistants, IVR options).

7. Collaborate with product, operations, and logistics teams to ensure smooth resolution of complaints.

8. Monitor and report recurring customer pain points to inform product and process improvements.

9. Proactively engage with customers to enhance satisfaction, reduce churn, and encourage repeat purchases.

10. Talk to customers like humans, not tickets, turning frustration into delight and curiosity into conversion.

11. Tech-savvy, quick to grasp product specifications and technical troubleshooting.

12. Troubleshoot issues with hardware products, escalating to internal teams when needed

What We’re Looking For

Must-Haves

Experience handling customer support for consumer appliances / hardware products (air fryers, kitchen appliances, electronics, home devices, etc.)

Strong troubleshooting and analytical skills.

Excellent communication — clear, warm, and human.

Comfort with both technical nuance and customer empathy.

Ability to manage high-volume queries with calm and clarity.

Tech-savvy — quick to learn new systems, tools, and product specs.

Good-to-Haves

Experience in sales, customer delight programs, or community management.

Exposure to design-led or tech-led D2C brands.

Familiarity with CRM tools, support platforms, and AI workflows.

Interest in modern living, design, and the future of home devices.