Jobs

Full job description
Role: Customer Love Executive
Reporting To: Shikhar Srikantiah Head of Customer Love
Business Experience: Minimum 1-2 years
Location: Mumbai / Remote Work

CTC: 3-5 LPA

About the job –

The Whole Truth is one of the fastest growing and most loved brands in the country. We get this love because we are authentic: what we say is what we think is what we do is who we are. We also get this love because we live our values, one of which is Consumer is family.

Customer Love
The Customer Love (CL) function is at the forefront of consumer interactions at the company – both reactive and proactive. Everyone in this function is responsible for guarding the consumer experience pre, during and post- purchase.
But CL at The Whole Truth isn’t like customer support elsewhere. Because we believe every 1-1 interaction (especially one which starts with a negative experience) with the customer is an opportunity to make them feel loved, and win them for life.
We go to the root of the problem to give the best resolution, and feed this knowledge internally so we try and not repeat the same mistakes again.

Role and Responsibility
Support the CL team in handing all incoming customer queries on various channels. Different channels of consumer communication include Whatsapp, Email, Instagram, Calls, etc.
Make consumer journeys more efficient by identifying and documenting all errors that are encountered on everyday basis in end-to-end order journey.
• E-Com Order Management: place new orders, modify, cancel, refund, etc. • Work with cross-functional teams such as Operations, Quality, Tech and Business to escalate relevant issues related to order delivery, product, tech, or business operations. Preferred skills and qualifications • Bachelor’s degree (or equivalent)
Great verbal & written communication skills
Ability to anticipate & prevent, rather than just react & resolve
• Ability to use basic IT tools: spreadsheets, documents, Emails, WhatsApp • Ability to learn specific IT tools: fairly simple ones