CRM / Customer Care Executive (D2C)

Company Overview:

Sleeply is a growing D2C sleep solutions brand focused on delivering high-quality mattresses and sleep accessories through a technology-led, customer-first approach. With a strong emphasis on comfort, innovation, and reliability, Sleeply operates through its e-commerce platform and integrates advanced systems for payments, logistics, CRM, and customer experience. The company aims to build a scalable, process-driven D2C ecosystem that delivers superior sleep experiences across India.

Role Summary:

The CRM / Customer Care Executive will be the primary point of contact for Sleeply’s customers. The role focuses on handling calls, resolving customer queries, maintaining CRM records, and ensuring a smooth post-purchase experience.

Key Responsibilities:

• Handle inbound and outbound customer calls.

• Resolve queries related to orders, delivery, payments, returns, and refunds.

• Create, update, and close tickets in ZOHO CRM / ZOHO Desk.

• Coordinate with logistics and warehouse teams for issue resolution.

• Follow up on escalations and pending customer issues.

• Capture customer feedback and report recurring issues.

KPIs:

• First response time

• Resolution turnaround time

• Call handling quality

• CSAT score

• Escalation rate

Reporting To:E-Commerce Manager / Operations Manager

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹20,000.00 per month

Work Location: In person