Customer Service Associate

About WonderBuddy

WonderBuddy creates screen-free audio storytellers for children aged 0 to 10 years, helping parents balance screen time with engaging, imaginative storytelling. With over 900 preloaded rhymes and stories, our storytellers make learning funwhether its bedtime, playtime, travel, or mealtime. Our product range is expanding, and weve recently launched in the U.S. market, making this an exciting time to join our growing team!

About the Role

We are looking for a dedicated Customer Service Executive who shares our enthusiasm for helping families enjoy our products.

Job Description:

As a Customer Service Executive at WonderBuddy, you will play a vital role in ensuring our customers have a positive experience with our brand. You will be responsible for addressing customer inquiries, resolving issues, and providing guidance on our products, helping to foster a strong relationship between our brand and our customers. Knowledge of Excel, MIS reports and e-commerce websites like Amazon, First cry and Delhivery are a must. The ability to communicate well in English is necessary.

Key Responsibilities:

• Handle customer queries, complaints, and feedback across platforms like Amazon, FirstCry, website, email, and WhatsApp .
• Provide accurate information about WonderBuddy products , usage, features, and order-related concerns.
• Coordinate with Amazon, FirstCry, Delhivery, and other logistics partners for order tracking, delays, returns, and replacements.
• Manage returns, refunds, and replacements as per marketplace and company policies.
• Prepare and maintain daily and weekly MIS reports using Excel/Google Sheets (tickets raised, resolutions, pending cases, TAT).
• Track and follow up on open customer issues to ensure timely resolution and high customer satisfaction.
• Escalate complex or unresolved issues to internal teams (operations, warehouse, tech) when required.
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• Monitor customer feedback and reviews and share actionable insights with internal teams for process improvement.
• Maintain accurate records of customer interactions and resolutions.
• Ensure adherence to service quality standards, response timelines, and brand communication guidelines .