Customer Service Representative

Role Summary

Own the end-to-end customer/ Client relationship for a fast-moving FMCG brand—driving retention, repeat purchase, and customer satisfaction across marketplaces, quick commerce, and D2C channels.

Key Responsibilities

• Customer Lifecycle & Retention: Build journeys (welcome, repurchase, win-back), segment users, and run cohort-based campaigns to lift repeat rate and LTV.
• CRM Operations: Manage CRM tools (email, SMS, WhatsApp) and loyalty/referral programs; maintain clean lists and consent.
• Service & Escalations: Handle tickets, returns/replacements, NPS/CSAT, and close the loop with ops, logistics, and quality teams.
• Insights & Reporting: Publish weekly dashboards (repeat rate, CAC payback, churn, NPS, CSAT, AOV, LTV) with actions.
• Marketplace & Q-Commerce Coordination: Align with Blinkit/Zepto/Instamart/Amazon for customer issues, ratings, and reviews.
• Compliance & Data Hygiene: Ensure opt-in, unsubscribe, and data privacy standards are met.
• Cross-Functional Collaboration: Work with Sales, Marketing, and Factory Ops to prevent repeat complaints and improve CX.

Qualifications

• 3–5 years of hands-on CRM experience in FMCG (beverages/food preferred).
• Proficiency with CRM platforms and WhatsApp Business.
• Strong Excel/Sheets skills; comfort with dashboards.
• Excellent spoken/written English & Hindi; calm, customer-first mindset.
• On-site availability in Kamla Nagar; comfortable with a 6-day work week.

For more information, contact: +91-9211311226

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement
• Provident Fund

Work Location: In person