Customer Service Executive

CUSTOMER SERVICE EXECUTIVE — CUSTOMER EXPERIENCE & SUPPORT
Freshlynn | Full Time |
ABOUT FRESHLYNN
Freshlynn is a fast-growing D2C brand and India’s first manufacturer of 4-in-1 Laundry Drops — one convenient drop that Cleans, Softens, Brightens, and Freshens your clothes in a single wash. Born in Morbi, Gujarat, we’re building a modern laundry-care brand focused on making everyday laundry simpler, smarter, and more convenient.
WHAT THIS ROLE ACTUALLY IS
This is a Customer Service Executive. You will be the direct point of contact between Freshlynn and our customers. You will handle customer queries, resolve complaints, guide customers on product usage, coordinate with logistics and internal teams, and make sure every customer gets a smooth experience.
We are looking for someone who can listen patiently, communicate clearly, solve problems quickly, and take ownership until the issue is completely resolved.
If you are a strong communicator who enjoys problem-solving and building positive customer relationships, we’d love to have you on the team.
KEY RESPONSIBILITIES
Customer Support:
• Handle customer queries through WhatsApp, Instagram, phone calls, email, and other support channels
• Respond to customer questions about Freshlynn Laundry Drops, usage, pricing, orders, delivery, and product features
• Guide customers on the correct usage of Freshlynn for front-load and top-load washing machines
• Handle product-related concerns professionally and provide accurate solutions
• Follow up with customers until their issue is fully resolved
Order & Delivery Support:
• Track customer orders and provide timely updates on delivery status
• Handle issues related to delayed, failed, damaged, missing, or incorrect deliveries
• Coordinate with courier/logistics partners to resolve delivery-related complaints
• Manage replacement, refund, or return requests according to company policies
• Maintain accurate records of customer complaints and resolutions
Payment & Order Support:
• Handle customer queries related to online payments, COD orders, and payment failures
• Assist customers when payment is deducted but the order is not confirmed or placed
• Resolve issues related to duplicate payments, failed transactions, and incorrect order amounts
• Coordinate with the relevant internal team/payment partner for refund-related issues and pending refunds
• Keep customers updated on the status of payment, refund, and order-related concerns until the issue is resolved
Complaint Resolution:
• Handle unhappy or frustrated customers calmly and professionally
• Understand the actual problem before offering a solution
• Take ownership of customer issues instead of simply forwarding them to another team
• Escalate genuine product, payment, or operational issues to the relevant internal team
• Identify recurring customer complaints and communicate them to the management team
Customer Feedback:
• Collect customer feedback about Freshlynn products and overall experience
• Identify common questions, objections, and concerns customers have before purchasing
• Share customer insights with the marketing, product, and operations teams
• Maintain a record of frequently asked questions and recurring issues
• Help the team understand what customers genuinely think about the product
Customer Retention:
• Build positive relationships with customers through helpful and friendly communication
• Follow up with customers after resolving major complaints
• Encourage repeat purchases through excellent customer experience
• Assist customers with product recommendations based on their requirements
• Help create a customer experience that makes people want to buy from Freshlynn again
TOOLS YOU MUST BE COMFORTABLE WITH
• WhatsApp Business
• Instagram & Instagram DMs
• Gmail / Email
• Google Sheets / Excel
• Basic CRM or customer support software
• Comfortable learning new customer support and order management tools
WHAT WE ARE LOOKING FOR
•1–3 years of experience in customer service, customer support, telecalling, D2C, e-commerce, or retail. Freshers with strong communication skills and relevant internship experience may also be considered.
• Excellent spoken and written English and Hindi
• Gujarati is a strong advantage
• Strong communication and active listening skills
• Patient, polite, and professional while dealing with difficult customers
• Comfortable handling multiple customer conversations simultaneously
• Good understanding of WhatsApp, Instagram, email, and basic Excel/Google Sheets
• Strong problem-solving and decision-making ability
• Someone who takes ownership instead of waiting for instructions
• Someone who understands that customer experience is not just about answering messages — it is about solving the problem.
WHAT FRESHLYNN OFFERS
• Salary: based on experience
• Opportunity to work directly with a fast-growing Indian D2C brand
• Direct founder/team access, fast decisions and quick problem-solving
• Opportunity to grow into Customer Experience / Customer Success / Operations roles
• A young, fast-moving work environment where your work directly impacts the brand

Work arrangement
No