Customer Service Executive

Vegnonveg; Delhi; On-site; INR 300,000 - 700,000; Full time

Job summary

VegNonVeg is seeking a Customer Success Executive who is passionate about delivering exceptional customer experiences and building long term relationships. The role acts as the voice of the customer, collaborating with internal teams to ensure resolutions and a seamless journey across touchpoints.

The ideal candidate is empathetic, solution oriented, and capable of handling inquiries across channels while maintaining brand service excellence and high customer satisfaction.

Qualifications

• 1–4 years of experience in Customer Success, Customer Service, or related roles.
• Experience in Retail, E Commerce, Fashion, or Consumer Brands preferred.
• Freshers with exceptional communication skills may be considered.

Responsibilities

• Handle customer queries through email, chat, social media and other channels.
• Respond professionally and empathetically to customer concerns.
• Investigate and resolve complaints, coordinating with relevant teams.
• Manage refunds, returns and order support with adherence to policies.
• Identify customer needs and provide proactive solutions to enhance experience.
• Escalate issues and contribute feedback to improve products and processes.

Skills

Customer service

Communication

Multitasking

Problem solving

Empathy

Team collaboration

Education

Graduate in any discipline

Tools

CRM systems

Ticketing tools

Job description

VegNonVeg is looking for a Customer Success Executive who is passionate about delivering exceptional customer experiences and building long term customer relationships. The ideal candidate will act as the voice of the customer, ensuring that every interaction reflects the brand's commitment to service excellence.

This role requires an individual who is empathetic, solution oriented, and capable of understanding customer concerns while working collaboratively with internal teams to drive resolutions. The successful candidate will be responsible for handling customer interactions across multiple channels, resolving issues efficiently, and contributing to a seamless customer journey.

Key Responsibilities

Customer Support & Query Resolution

• Handle customer queries through email, chat, social media platforms, and other support channels.
• Respond to customer concerns in a timely, professional, and empathetic manner.
• Investigate and resolve customer complaints while ensuring a positive customer experience.
• Manage customer escalations and coordinate with relevant teams to ensure effective resolution.
• Provide accurate information regarding products, orders, deliveries, returns, exchanges, and company policies.

Customer Experience Management

• Identify customer needs and proactively provide appropriate solutions.
• Build and maintain strong relationships with customers through transparent and engaging communication.
• Deliver a high standard of customer satisfaction across all touchpoints.
• Take ownership of customer issues and ensure complete closure.
• Take the extra mile to engage customers and create memorable brand experiences.
• Consistently look for opportunities to enhance the overall customer experience.

Refunds, Returns & Order Support

• Manage refund, return, exchange, and cancellation requests.
• Conduct root cause analysis (RCA) for customer complaints and recurring issues.
• Coordinate with logistics, warehouse, finance, and retail teams to resolve operational challenges affecting customers.
• Ensure adherence to company policies while balancing customer satisfaction.

Cross Functional Collaboration

• Work closely with Operations, Warehouse, Retail, Marketing, Finance, and E Commerce teams to resolve customer concerns.
• Escalate process gaps and recurring customer issues to relevant stakeholders.
• Contribute feedback and insights gathered from customer interactions to improve products, processes, and customer experience.
• Support business and customer challenges through effective cross functional collaboration.

Process Compliance & Reporting

• Follow established communication guidelines, service standards, and company policies.
• Maintain accurate records of customer interactions and resolutions.
• Track and report customer concerns, escalations, and service trends.
• Support continuous improvement initiatives within the Customer Success function.
• Excellent written and verbal communication skills.
• Strong problem solving and analytical abilities.
• Empathetic approach with the ability to understand customer needs and concerns.
• Strong interpersonal and relationship management skills.
• Ability to remain calm and professional while handling challenging situations.
• Customer first mindset with a passion for service excellence.
• Ability to multitask and work in a fast paced environment.
• Innovative and effective communicator across multiple channels.
• Strong ownership and accountability towards customer issues.
• Comfortable working in rotational shifts and weekend schedules when required.
• Passionate about solving customer and business challenges.
• Ability to build trust and create positive customer relationships.

Preferred Qualifications

• Graduate in any discipline.
• 1–4 years of experience in Customer Success, Customer Service, Customer Experience, or related roles.
• Experience in Retail, E Commerce, Fashion, Footwear, Lifestyle, or Consumer Brands preferred.
• Familiarity with CRM systems, customer support tools, and ticket management platforms.
• Freshers with exceptional communication skills, strong customer orientation, and a willingness to learn may also be considered.