Customer Relationship Management Specialist

About PINQ Polka:

At PINQ Polka, were redefining womens wellness with problem-solving lifestyle and intimate care products. Were not just a brand were a movement that celebrates comfort, confidence, and conversations around topics often considered taboo.

Role Overview:

We are looking for a Customer Relationship Management Specialist whos empathetic, proactive, and passionate about delivering exceptional service. Youll be the voice of PINQ Polka for our 3L+ strong community of women, handling everything from product queries to post-purchase support with care and confidence.

Key Responsibilities:

• Be the first point of contact for customer queries via WhatsApp, Instagram DMs, email, and calls
• Guide customers on product usage, fit, sizing, and care instructions
• Manage order-related concerns including returns, exchanges, and delivery issues
• Coordinate with the operations and logistics team to resolve escalations quickly
• Document conversations and feedback accurately in our CRM tools (Shopify, WhatsApp API, Freshdesk, etc.)
• Identify and share customer insights that can help improve our product and service offerings
• Assist in creating content for FAQs, how-to guides, and customer education campaigns

What Were Looking For:

• 13 years of experience in customer service (D2C or E-commerce background preferred)
• Excellent written and verbal communication in English (Hindi/other regional languages are a bonus)
• Empathy-led approach with a strong sense of ownership
• Familiarity with online tools like Shopify, WhatsApp Business, Google Sheets, and email support platforms
• Passion for womens wellness and problem-solving products