Customer Experience Executive – D2C / E-commerce

BRIX CONSULTANTS; Mumbai; Hybrid; INR 400,000 - 700,000; Full time

Job summary

BRIX CONSULTANTS is seeking an experienced Executive – Customer Love in Mumbai to elevate customer experience across D2C and ecommerce channels. Hybrid work mode with rotational shifts, including nights, and immediate joiners preferred.

The role requires hands-on handling of customer interactions across WhatsApp, email, social media, and calls, driving end-to-end resolution and tracking key metrics like SLA, FRT, and CSAT.

Qualifications

• Hands-on experience managing customer interactions across multiple channels.
• Provide timely end-to-end resolutions for customer queries and complaints.
• Experience with helpdesk/ticketing platforms (Freshdesk, Kapture, LimeChat).

Responsibilities

• Handle customer queries through WhatsApp, Email, Social Media, Inbound & Outbound Calls.
• Manage customer complaints and ensure end-to-end resolution.
• Work with customer service metrics such as SLA, First Response Time (FRT), Resolution TAT & CSAT.
• Handle NDR, RTO, lost/damaged shipments and delivery-related issues.
• Coordinate with courier/logistics partners for shipment and customer resolutions.
• Respond to customer comments and DMs on social media.
• Maintain query logs, escalation trackers and refund/replacement trackers.
• Work on Helpdesk/Ticketing platforms such as Freshdesk, Kapture, LimeChat or similar tools.
• Work with e-commerce/OMS/WMS platforms such as Shopify, ClickPost, Unicommerce, EasyEcom or similar systems.

Skills

Customer experience

Multichannel support

End-to-end resolutions

SLA/FRT/CSAT metrics

Tools

Freshdesk

Kapture

LimeChat

Shopify

ClickPost

Unicommerce

EasyEcom

Job description

Job Description

Skill Set-Customer Experience | D2C / E-commerce

Location: Saki Naka, Andheri, Mumbai

Experience: 2–5 Years

Work Mode: Hybrid

Notice Period: Immediate Joiners preferred / Maximum 15 Days

Working Days: 6 Days/Week

Shift: Rotational Shifts, including Night Shifts

Week Off: Rotational

We are looking for an experienced Executive – Customer Love with a strong background in Customer Experience / Customer Support, preferably from D2C, FMCG, E-commerce, Food & Beverages, Nutrition/Wellness, Personal Care, or Consumer Products.

The ideal candidate should have hands‑on experience managing customer interactions across multiple channels and providing timely, end-to-end resolutions.

Roles & Responsibilities

• Handle customer queries through WhatsApp, Email, Social Media, Inbound & Outbound Calls
• Manage customer complaints and ensure end-to-end resolution
• Work with customer service metrics such as SLA, First Response Time (FRT), Resolution TAT & CSAT
• Handle NDR, RTO, lost/damaged shipments and delivery-related issues
• Coordinate with courier/logistics partners for shipment and customer resolutions
• Respond to customer comments and DMs on social media
• Maintain query logs, escalation trackers and refund/replacement trackers
• Work on Helpdesk/Ticketing platforms such as Freshdesk, Kapture, LimeChat or similar tools
• Work with e-commerce/OMS/WMS platforms such as Shopify, ClickPost, Unicommerce, EasyEcom or similar systems