Ayurvedic doctor - CSE

Job Title

Ayurvedic Doctor – Customer Experience Executive (D2C)

Location: Mumbai

About Bixa Botanicals

Bixa Botanicals is a modern, plant-based wellness brand rooted in Ayurveda and backed by science.We focus on single-ingredient, high-quality herbs designed for daily consistency and long-term wellness.At Bixa, customer trust is built through clarity, education, and expert guidance—not exaggerated claims.

Role Overview

We are looking for a qualified Ayurvedic Doctor (1–2 years experience) to join Bixa Botanicals as a Customer Experience Executive.

This role sits at the intersection of Ayurvedic expertise, customer service, and wellness education.You will be the expert voice of Bixa—supporting customers across platforms, offering free doctor consultations, proactively engaging with customers post-purchase, and ensuring that customer feedback meaningfully informs product and communication improvements.

Key Responsibilities

1. Free Doctor Consultations (Daily – Core Responsibility)

• Provide free Ayurvedic consultations to Bixa customers for a minimum of 2–3 hours daily
• Guide customers on:
• Product suitability and usage
• Consumption routines and consistency
• General lifestyle and wellness practices (Ayurveda-aligned)
• Ensure consultations remain:
• Ethical and compliant
• Non-diagnostic and non-prescriptive (unless brand-approved)
• Help customers set realistic expectations around timelines and outcomes
• Build trust through calm, empathetic, and expert-led conversations

2. Customer Support & Query Resolution

• Handle customer queries across WhatsApp, email, website chat, and phone calls
• Address questions related to:
• Product usage and consumption
• Dosage guidance and routines
• Expected benefits and realistic timelines
• Safety, compatibility, and general wellness guidance
• Support customers in making informed product choices (educational, not sales-driven)

3. Proactive Customer Outreach & Feedback Calls

• Conduct routine outbound calls to customers post-purchase to:
• Collect product feedback
• Address concerns related to consumption or routine integration
• Clarify doubts early to prevent dissatisfaction
• Identify early signs of confusion or drop-off and proactively intervene
• Document insights and share recurring patterns with internal teams

4. Customer Reviews & Feedback Management

• Monitor customer reviews across website, marketplaces, and social platforms
• Identify recurring themes related to:
• Product experience
• Taste, absorption, or usability
• Packaging or delivery
• Expectation mismatches
• Escalate product-related concerns to relevant teams (Quality, Sourcing, Operations, Marketing)
• Assist in drafting expert-led, compliant responses to customer reviews

5. D2C Platform & Order Support

• Coordinate with internal teams to resolve:
• Order delays
• Replacements and refunds
• Platform-related issues
• Ensure timely responses and smooth resolution across all customer touchpoints
• Maintain high service quality and response-time SLAs

6. Product Listings & Knowledge Support

• Support product listings on Shopify, Amazon, and other marketplaces
• Assist with:
• FAQs and usage instructions
• Benefit explanations and safety notes
• Improving clarity and accuracy of product communication
• Use customer insights to help refine listings and educational content

Qualifications & Experience

Mandatory

• BAMS or equivalent qualification in Ayurveda
• 1–2 years of clinical or wellness-related experience
• Comfortable conducting consultations over phone / digital platforms
• Strong communication skills in English and Hindi (additional languages are a plus)

Preferred

• Experience in D2C, wellness, nutrition, or herbal brands
• Familiarity with customer support tools (WhatsApp, email, CRM systems)
• Interest in preventive, lifestyle-led, plant-based wellness

Job Type: Full-time

Pay: ₹25,000.00 - ₹40,000.00 per month

Work Location: In person