CUSTOMER EXPERIENCE EXECUTIVE

Location: JAIPUR (WORK FROM OFFICE)
Type: FULL-TIME
Experience: 1-3 YEARS
Salary: NO BAR FOR RIGHT CANDIDATE - BASED ON EXPERIENCE
Company: PINK CITY JEWELHOUSE PVT. LTD, JAIPUR, RAJASTHAN
Key Responsibilities
Customer Communication
Respond to customer queries on Instagram DMs and comments, website chat, WhatsApp, email and phone within defined response times
Share accurate order status, tracking and delivery updates
Inform customers about a delayed order before they must ask
Handle complaints, escalations and grievances calmly and professionally, and close them to the customer's satisfaction
Process returns, exchanges and refunds as per company policy
Order & Delivery Follow-up
Track all open orders daily and flag shipments that are stuck or delayed beyond the promised timeline
Coordinate cordially with the warehouse team on dispatch status, packaging, and wrong or damaged product issues
Follow up with courier partners on undelivered shipments, failed delivery attempts (NDR) and returns (RTO)
Call COD customers to confirm orders and reduce cancellations and returns
Feedback & Reporting
Maintain a daily query log in Excel with order ID, query type, status and resolution time
Share a weekly summary of customer feedback with the internal team, covering product, sizing, packaging, delivery and website issues
Collect reviews and testimonials from happy customers
Suggest improvements to FAQs, reply to templates and policies based on recurring queries
What We're Looking For
Excellent spoken and written English and Hindi
1-3 years in customer support or customer experience, ideally with a D2C, E-commerce, fashion or lifestyle brand
Freshers with outstanding communication skills may also apply
Comfortable using Instagram and WhatsApp Business, with a warm, brand-appropriate tone
Basic Excel skills: Data entry, filters and simple formulas
Patient, polite and calm under pressure
A genuine ownership mindset: you follow up until the issue is closed
Well organised and able to handle multiple conversations at once
Good to have experience with e-commerce order panels, shipping platforms or helpdesk tools
Women candidates are encouraged to Apply.
Immediate Joiner will be preferred. Interested candidates can share your resume on recruitment@pinkcityindia.com and WhatsApp - 7300081857

Work arrangement
No