Customer Service Representative

The SU Customer Relationship Manager (CRM Executive)

Location: Noida (Sector 62/63 area) Type: Full-time, On-site Salary: 15,000 20,000/month Industry: Fashion & Apparel (D2C)

About SU

SU is a growing D2C fashion and apparel brand selling online. We're building a lean, systems-driven operation and are looking for our first dedicated CRM Executive to own the entire customer communication layer from order verification to post-purchase support and retention.

What You'll Do

Order Verification (Most Critical)

Call every COD customer within 2 hours of order placement to confirm address, product, and intent.

Identify and cancel fake/unresponsive orders before dispatch directly reducing our RTO rate.

Make 3 call attempts for unconfirmed orders. No confirmation = order cancelled.

Customer Support

Handle inbound and outbound customer calls order queries, delivery updates, size guidance.

Manage WhatsApp Business inbox respond to customer messages within 1 hour during working hours.

Process return and exchange requests. Coordinate with logistics for pickup scheduling.

Resolve customer complaints with patience and professionalism.

Post-Delivery Engagement

Call customers after delivery to collect feedback and request product reviews.

Handle RTO dispute communication coordinate with manager to file claims using video proof.

Flag repeat RTO customers for COD blacklisting.

Retention & Re-engagement

Send WhatsApp broadcast messages for new collection drops, offers, and restocks.

Maintain a customer interaction log (simple spreadsheet/CRM tool) with call outcomes and notes.

Share weekly summary of customer feedback, common complaints, and suggestions with the manager.

What We're Looking For

Must Have:

Fluent in Hindi and English (spoken + written). Customer calls will be primarily in Hindi.

6 months to 2 years of experience in customer calling, telecalling, or customer support D2C/ecommerce preferred.

Comfortable making 4060 calls per day (mix of verification + feedback + support).

Familiar with WhatsApp Business. Basic smartphone and internet skills.

Reliable, punctual, and honest. This role directly impacts revenue.

Good to Have:

Experience with Shopify, Shiprocket, Delhivery, or any ecommerce/logistics platform.

Experience handling returns, exchanges, or NDR follow-ups.

Familiarity with any CRM tool (Zoho, HubSpot, or even Google Sheets-based tracking).

Based in or near Noida for easy commute.

What You'll Be Measured On

MetricTargetCOD Verification Rate>90% of COD orders called within 2 hrs Fake Order Detection>90% catch rateCustomer Response Time (WhatsApp)<1 hour during working hoursReview Collection Rate>20% of delivered orders CSAT Score>4 out of 5Daily Call Volume4060 calls/dayWeekly Feedback ReportSubmitted every Friday

Working Hours: 10 AM 7 PM, Monday to Saturday (Sunday off)

Reporting To: Operations & Brand Manager

Why Join SUNYA:

Get in early at a growing D2C brand your work will directly shape the customer experience.

Clear KPIs and structured role no ambiguity about what success looks like.

Work closely with the founder and manager in a small, fast-moving team.

• Opportunity to grow into a Customer Support Lead role as the brand scales.

How to Apply: Send your resume and a short WhatsApp voice note (12 minutes) introducing yourself in Hindi to 7017794881. We want to hear how you communicate that's the job.