Customer Service Representative

Job Title: Customer Experience Executive

Shift: Night Shift (6:00 PM 2:00 AM IST)

Work Model: Hybrid(WFH + In-Office)

Weekly Offs: 2 Days (Rotational)

About the Role

At Ind Wild, customer experience is at the heart of everything we build. As a CE Executive, you wont just resolve queries - youll nurture a community, build trust, and bring our brand philosophy to life through every interaction.

This role is ideal for someone who understands the nuance of a premium beauty/wellness brand and can translate that into thoughtful, high-quality customer conversations.

What Youll Do

Be the Voice of Ind Wild

• Engage with customers across Email, WhatsApp, and Social channels in a warm, informed, and brand-aligned tone
• Deliver a seamless, premium experience across all touchpoints
• Ensure high first-contact resolution with clarity and empathy

Own the Customer Journey

• Handle queries across orders, products, routines, and post-purchase experience
• Guide customers thoughtfully (not just resolve) especially around product usage and expectations

Build Trust Through Every Interaction

• Turn concerns (delivery delays, product dissatisfaction, etc.) into positive recovery experiences
• Balance honesty with reassurance, maintaining brand credibility

Drive Insights for Growth

• Accurately categorise issues (product performance, logistics, payments, etc.)
• Identify recurring themes and share structured insights with Marketing, Ops, and NPD
• Actively contribute to improving product perception and communication

Manage Escalations Thoughtfully

• Flag high-risk or sensitive cases early
• Coordinate with internal teams for timely, high-quality resolution

Support Retention & Revenue

• Reduce cancellations and COD RTO through proactive communication
• Encourage reorders and long-term engagement through strong experience delivery

What Were Looking For

• 13 years in Customer Experience (D2C / beauty / wellness preferred)
• Strong written communication - must be able to match brand tone (this is critical)
• High empathy, ownership, and attention to detail
• Comfort working night shifts and rotational schedules
• Prior experience with CRM tools / WhatsApp support is a plus

What Success Looks Like

• High CSAT & quality interaction scores
• Strong FRT, TAT, and FCR
• Accurate issue categorisation and valuable insights
• Lower escalations and improved customer retention
• COD RTO recovery and reduced cancellations

Why This Role at Ind Wild

• Be part of a fast-growing, community-first beauty brand
• Direct impact on how customers experience and trust the brand
• Opportunity to influence product, marketing, and operations through real customer insights