Customer Success Executive

Happi Planet; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Happi Planet in Mumbai is seeking a Customer Service Executive to deliver a positive, seamless customer experience across phone, email, live chat and social media. You will work with internal teams to resolve issues and provide timely information.

Role includes order processing, tracking, returns, CRM updates, and collaborative problem solving to meet customer expectations. The ideal candidate is empathetic, proactive and able to handle multiple inquiries efficiently.

Qualifications

• Bachelor's degree in any discipline is required.
• 1–3 years of experience in customer service or related roles.
• Experience in D2C, e-commerce, FMCG or consumer brands is a plus.
• Excellent verbal and written communication; strong problem-solving.

Responsibilities

• Provide timely and professional support via phone, email, live chat or social media.
• Address inquiries, complaints, and requests to resolve issues positively.
• Offer accurate information about products and services and provide guidance.
• Assist with order status, tracking, returns, exchanges, and CRM updates.
• Collaborate with internal teams to ensure consistent communications.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

Bachelor's degree

Tools

CRM tools

Excel/Sheets

Job description

We are a fast-growing, 3+ year-old start-up offering a premium range of Natural & Chemical-Free Home Care products that deliver Effective Cleaning, Powered by Nature. Founded by a team of P&G alumni with over 15 years of industry expertise, we are seed funded and focused on delivering high-quality, reliable, and high-performance solutions for households. Our mission is to redefine home cleaning with products that combine innovation, quality, and effectiveness.

Role Overview

We are looking for a Customer Service Executive who will be responsible for providing a positive and seamless customer experience across various communication channels. The ideal candidate should be customer-focused, empathetic, proactive, and comfortable handling customer queries, complaints, orders, and follow-ups. You will work closely with internal teams to ensure customer issues are resolved efficiently, and customers receive timely and accurate information.

Role Description

• Customer Support: Provide timely and professional support to customers via phone, email, live chat, or social media.
• Issue Resolution: Address customer inquiries, complaints, and requests efficiently, ensuring all issues are resolved in a positive manner.
• Product/Service Information: Provide accurate information about the company’s products or services to customers, offering helpful guidance and recommendations.
• Order Processing: Assist with order status, tracking, returns, and exchanges. Update customer accounts and manage records effectively.
• Problem Solving: Utilize your knowledge and resources to find solutions to customer concerns, striving to meet or exceed customer expectations.
• Collaboration: Work closely with team members and other departments to ensure consistency and accuracy in all communications and processes.
• Documentation: Maintain and update customer interactions in CRM ensuring all details are accurately recorded.

Qualifications

• Bachelor's degree in any discipline.
• 1–3 years of experience in customer service, customer support, customer operations, or a similar role.
• Experience in D2C, e-commerce, FMCG, or consumer brands will be an advantage.
• Excellent verbal and written communication skills.
• Strong problem-solving and interpersonal skills.
• Customer-first attitude with patience and empathy.
• Comfortable handling multiple customer queries and follow-ups.
• Basic knowledge of Excel/Google Sheets and CRM or customer support tools.
• Ability to work independently as well as collaborate with different teams.