Customer Care Executive

Overview

Pet Gourmet, a rising D2C pet brand, is seeking a Customer Care Executive to serve as the main liaison for pet parents. This role involves managing customer inquiries via calls, WhatsApp, email, and social media, ensuring a seamless and positive interaction with our offerings.

Key Responsibilities

• Address customer questions related to orders, products, and delivery status across multiple communication channels.
• Efficiently handle complaints, exchanges, and returns with compassion and promptness.
• Collaborate with logistics and warehouse departments to troubleshoot order-related concerns.
• Keep detailed and accurate customer interaction logs in the CRM system.
• Refer complex or sensitive issues to the appropriate internal teams for resolution.
• Collect customer feedback and inform the brand team of recurring patterns or product-related issues.
• Assist with order confirmations, follow-ups, and post-purchase engagement.

Candidate Requirements

• 1 to 3 years of customer service experience, ideally within e-commerce, direct-to-consumer, or FMCG sectors.
• Excellent written and verbal communication abilities.
• Comfortable using WhatsApp Business, email platforms, and call management tools.
• Possess patience, empathy, and a problem-solving mindset.
• Basic knowledge of CRM or helpdesk software is advantageous.
• An authentic interest in pets and their welfare is preferred.

Benefits and Work Environment

• Flexible or hybrid working schedule.
• Direct involvement with an expanding pet care brand.
• Chance to contribute to developing the customer experience function from inception.