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