Customer Experience Executive

About Rasayanam

Rasayanam is a bootstrapped, profitable D2C supplements brand built with a sharp focus on product integrity, scientific validation, and long-term customer trust. Founded in 2020, we have scaled to ₹35+crore in annual revenue through disciplined execution and a strong customer-first approach. We operate with complete transparency, rigorous quality standards, and a commitment to sustainable, profitable growth. Our ambition is to build India's most trusted and credible clean supplement and wellness brand.

About the Role

The Customer Experience Executive plays a critical role in ensuring every Rasayanam customer receives prompt, accurate, and empathetic support. In this role, you will manage day-to-day customer interactions across multiple channels, resolve queries efficiently, and ensure a smooth post-purchase experience. Your work will directly contribute to customer satisfaction, trust, and long-term brand loyalty.

Key Responsibilities

• Manage customer queries across calls, emails, chats, WhatsApp, and marketplace platforms.
• Assist customers with order tracking, delivery updates, product queries, returns, refunds, and replacements.
• Provide clear, accurate, and empathetic responses to customer concerns.
• Ensure timely resolution of customer issues in line with defined service standards.
• Handle customer complaints and escalate complex cases when required.
• Manage customer queries on social media platforms professionally.
• Maintain accurate records of interactions in CRM or ticketing systems.
• Follow SOPs, policies, and communication guidelines.
• Identify recurring issues and share feedback to improve processes and customer experience.
• Collect customer feedback and support initiatives to improve reviews and ratings.
• Coordinate with operations, logistics, and internal teams for faster resolution.
• Contribute to improving service processes and overall customer experience.

What We're Looking For

Must-Have

• 1–3 years of experience in customer support, customer service, or customer experience roles
• Excellent verbal and written communication skills
• Strong problem-solving ability with a customer-first mindset
• Ability to manage multiple customer conversations simultaneously
• High level of ownership, patience, and empathy while handling customers
• Nice-to-Have
• Experience in e-commerce, D2C, or marketplace-based support environments
• Experience handling support through WhatsApp, chats, or CRM tools
• Exposure to fast-paced startup environments

Tools & Skills

• Working knowledge of CRM tools or customer support platforms
• Basic proficiency in Excel or Google Sheets
• Ability to work in a fast-paced, operationally driven environment

What Success Looks Like in This Role

• Customer queries are resolved quickly and accurately
• High customer satisfaction and positive customer feedback
• Minimal repeat queries due to clear and effective communication
• Strong adherence to processes and service standards