Job Description

This role is for one of the Weekday's clients

Salary range: Rs 500000 - Rs 1000000 (ie INR 5 - 10 LPA)

Min Experience: 2 years

Location: Mumbai

JobType: full-time

Requirements

Key Responsibilities

1. Online Reputation Management (ORM)

• Manage and respond to customer inquiries, comments, and direct messages on various social media platforms.
• Address customer complaints, feedback, and escalations with clarity and empathy.
• Ensure prompt and thorough responses, leaving no conversations unattended or unresolved.
• Maintain a consistent brand voice across all customer interactions.

2. Customer Relationship Management (CRM)

• Oversee and implement CRM workflows through WhatsApp, email, and SMS channels.
• Utilize platforms such as Contlo, Bitespeed, Sage Pilot, or similar tools.
• Set up and optimize automated campaigns, including welcome messages, abandoned cart reminders, retention initiatives, and reactivation efforts.
• Collaborate with the marketing team to align campaign messaging and targeting strategies.

3. Customer Experience & Issue Resolution

• Take full responsibility for resolving customer issues until they are completely closed.
• Work closely with internal teams (operations, warehouse, etc.) to ensure quick resolution of queries.
• Manage returns, exchanges, and order-related concerns when necessary.

4. Reporting & Insights

• Monitor frequent customer concerns, feedback, and complaints.
• Provide actionable insights to the team to help improve products, operations, and communication.
• Track basic CRM campaign performance and customer engagement metrics.

Essential Qualifications

• 2–4 years of experience in ORM, CRM, or customer experience roles within a D2C brand.
• Practical knowledge of CRM tools such as Contlo, Bitespeed, Sage Pilot, or equivalent platforms.
• Excellent written communication skills—clear, empathetic, and solution-focused.
• Experience managing customer queries across social media and messaging applications.
• Capability to handle a high volume of conversations without overlooking details.
• Familiarity with Shopify or e-commerce order management systems, including tools for handling returns and exchanges.
• Understanding of retention marketing strategies and customer journey mapping.
• Experience in managing escalations and sensitive customer interactions.

The Ideal Candidate

• Remains calm under pressure and handles challenging situations with composure.
• Communicates effectively with clarity, empathy, and a focus on solutions.
• Shows high ownership by ensuring all issues are resolved completely with no loose ends.
• Demonstrates patience and resilience in managing repetitive and high-volume interactions.
• Is detail-oriented, diligently tracking conversations and ensuring consistent follow-through.

Interested applicants are encouraged to send their resumes to careers@talentevo.in

Skills

Customer Retention

Online Reputation Management

CRM