Customer Experience Executive (CRM)

Musclemind; Dadri; Sur place; INR 223 000 - 279 000; Temps partiel

Résumé du poste

MuscleMind is seeking an MBA intern or early-career professional to own customer CRM operations across email, WhatsApp and Instagram, handling returns, exchanges, cancellations and order status while coordinating with logistics teams.

You will drive post-purchase support, calls for feedback, and the abandoned checkout recovery program. This on-site role in Dadri, UP offers hands-on CRM exposure and growth opportunities.

Qualifications

• MBA intern or 0–2 years in customer support or e-commerce operations
• Excellent written and spoken English; Hindi a plus
• Confident on calls; empathetic with upset customers
• Organised and proficient with Google Sheets / Excel
• Interest in D2C, e-commerce and customer experience

Responsabilités

• Handle queries on email, WhatsApp and Instagram regarding returns, exchanges, cancellations, and order status
• Coordinate daily with logistics for shipments, delays, and returns
• Call customers for returns feedback and attempt exchanges
• Call abandoned checkout prospects to recover orders
• Maintain CRM records and share weekly reports

Connaissances

MBA intern

English fluency

Phone calls

Customer empathy

Formation

MBA degree or equivalent

Outils

Google Sheets

Excel

Description du poste

MuscleMind is a fast-growing direct-to-consumer brand selling through musclemind.com, Myntra and Amazon. We care about what happens after the order as much as the product itself, and we are building a dedicated CRM function to own the customer’s post-purchase experience

About the Role

You will be the voice of MuscleMind for our customers. You will own every customer query that comes in on email, WhatsApp and Instagram — returns, exchanges, cancellations and order status — work with our logistics team to get each one resolved, and pick up the phone to turn unhappy moments into good experiences and abandoned carts into orders.

Key Responsibilities

1. Customer query management (Email, WhatsApp, Instagram)

• Handle all incoming customer queries on email, WhatsApp and Instagram DMs regarding returns, exchanges, cancellations, order and delivery status, sizing and product questions.
• Respond clearly and politely within agreed turnaround times, and follow every query through to closure.
• Log and tag every query (channel, issue type, product, resolution) so nothing slips through and recurring issues are visible to the team.

2. Logistics, returns & exchanges coordination

• Coordinate daily with the logistics team and courier partners on shipment status, delays, failed deliveries (NDR), return pickups and exchange dispatches.
• Process returns, exchanges and cancellations end to end and keep the customer updated at every step.
• Escalate stuck shipments and refund delays, and follow up until they are resolved.

3. Customer calling & feedback

• Call customers who have raised or completed a return to understand the reason, capture structured feedback and, wherever possible, convert the return into an exchange.
• Make post-purchase calls to collect feedback on the product, delivery and overall shopping experience.
• Record return reasons and feedback, and share a weekly summary of insights (top issues, size or product problems, courier problems) with the team.

4. Abandoned checkout calling & recovery — KEY PRIORITY

• Call and WhatsApp customers who abandoned checkout on our website; understand what stopped them (size doubts, delivery time, COD or payment issues, price) and help them complete the order.
• Talk to customers proactively to drive conversions and repeat purchases.
• Track calls made, orders recovered and revenue recovered every week.

5. CRM records & reporting

• Maintain clean customer interaction records and a live query tracker
• Share a weekly report covering query volumes by channel and type, response and resolution time, open vs. closed queries, return-to-exchange conversions and recovered checkouts

Good to Have (Add-on, not mandatory)

• Basic understanding of setting up CRM journeys on WhatsApp and email (emailers) — e.g. abandoned-cart reminders, order and delivery updates, post-delivery feedback, review requests and win-back campaigns.
• Exposure to tools such as Shopify, Shiprocket, Return Prime, GoKwik, WhatsApp Business / Interakt / WATI, or email marketing tools.
• Willingness to learn and gradually take ownership of WhatsApp journeys and emailers — we will support the learning.

Who We Are Looking For (Must-haves)

• MBA intern (final year or recent graduate) or 0–2 years of experience in customer support, CRM, inside sales or e-commerce operations.
• Excellent written and spoken English — clear, polite and professional. Hindi is a plus.
• Confident on calls; empathetic with upset customers and persuasive without being pushy.
• Strong communication and coordination skills; closes loops without needing to be chased.
• Organised and comfortable with Google Sheets / Excel.
• Genuine interest in D2C, e-commerce and customer experience.

How Success Will Be Measured

Response & resolution time - Across email, WhatsApp and Instagram

Return → exchange conversion - % of return requests retained as exchanges

Abandoned checkout recovery - Orders and revenue recovered through calls / WhatsApp

Feedback & insights - Feedback calls completed and weekly insight report shared

Compensation Fixed salary

₹20,000 – ₹25,000 per month

Why Join Us

• Own a function from day one in a fast-growing D2C brand.
• Direct exposure to operations, logistics, marketplaces and CRM automation.
• Hands-on learning in WhatsApp and email automation and customer data.