Customer Experience Executive

Prolicious; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Prolicious is seeking a proactive Customer Experience Executive to ensure smooth interactions across calls, WhatsApp, email and social channels. You will manage orders, follow-ups and maintain accurate order records in the CRM.

You will handle queries, track shipments, coordinate with courier partners, and support entry of offline and B2B orders while sharing customer feedback with relevant teams to improve service quality.

Qualifications

• 2–3 years of experience in Customer Experience, Customer Support, Tele-calling, Inside Sales or E-commerce Operations.
• Good communication skills in Hindi and English; Marathi would be an advantage.
• Comfortable speaking with customers and handling complaints patiently and professionally.
• Experience with order tracking or courier coordination is a plus.

Responsibilities

• Handle customer queries, complaints, refunds and replacements across calls, WhatsApp, email, social media and marketplace channels.
• Follow up with customers on abandoned carts and support conversions and reorders.
• Track customer orders from dispatch to delivery and coordinate with courier partners for delays, NDRs, RTOs, damages and claims.
• Maintain accurate records of customer interactions and call outcomes in the CRM.
• Support entry and tracking of offline and B2B orders in the order management system.
• Share recurring customer feedback and concerns with relevant internal teams.

Skills

Customer service

CRM systems

Order tracking

Excel/Sheets

Hindi & English

Tools

Shopify

Easycom

CRM

OMS

Job description

We are looking for a proactive and customer-focused Customer Experience Executive / Associate to ensure a smooth customer experience across calls, WhatsApp, email and other channels. The role also involves customer follow-ups, order tracking, courier coordination and maintaining accurate customer and order records.

Key Responsibilities

• Handle customer queries, complaints, refunds and replacements across calls, WhatsApp, email, social media and marketplace channels.
• Follow up with customers on abandoned carts and support conversions and reorders.
• Track customer orders from dispatch to delivery and coordinate with courier partners for delays, NDRs, RTOs, damages and claims.
• Maintain accurate records of customer interactions and call outcomes in the CRM.
• Support entry and tracking of offline and B2B orders in the order management system.
• Share recurring customer feedback and concerns with relevant internal teams.

What We’re Looking For

• 2–3 years of experience in Customer Experience, Customer Support, Tele-calling, Inside Sales or E-commerce Operations, preferably with a D2C, FMCG or food brand.
• Good communication skills in Hindi and English; Marathi would be an advantage.
• Comfortable speaking with customers and handling complaints patiently and professionally.
• Experience in outbound calling or customer follow-ups.
• Basic understanding of order tracking, courier coordination, NDR/RTO and CRM/OMS systems.
• Comfortable working with Excel or Google Sheets.
• Experience with Easycom, Shopify or similar platforms would be an added advantage.