Customer Service Executive - Ethniq
Department:
Role Overview
The Customer Service Executive will be responsible for handling customer queries, complaints, product-related questions, order-related concerns and follow-ups across multiple channels.
3-4 years of experience in Healthcare, HealthTech, Wellness, Nutraceutical, Pharma or a similar industry
The candidate should be comfortable working with customers, understanding their concerns, coordinating with internal teams and ensuring timely resolution.
Key Responsibilities
- Handle customer queries through
phone calls, WhatsApp, email, chat and other customer support channels
. - Respond to customer queries related to
ethniq products, usage, orders, deliveries, payments and general product information
. - Understand customer concerns and provide accurate, clear and professional responses.
- Manage customer interactions, tickets and follow-ups through the
CRM and customer service platforms
. - Maintain accurate customer records, interaction history and case details in the CRM.
- Handle customer complaints and escalations with empathy and professionalism.
- Coordinate with
Operations, Logistics, Sales, Marketing, Product and other internal teams
for timely resolution of customer issues. - Follow up with customers until the issue or query is satisfactorily resolved.
- Monitor open tickets and ensure queries are closed within defined timelines.
- Maintain proper documentation of customer complaints, feedback and resolutions.
- Identify recurring customer concerns and communicate relevant insights to the respective internal teams.
- Collect and document customer feedback to help improve products, processes and overall customer experience.
- Prepare regular reports on customer queries, complaints, ticket volumes, resolution timelines and other relevant customer service metrics.
- Ensure all customer communication is aligned with
ethniq's brand tone, communication guidelines and customer service standards
. - Escalate product-related or health-related queries to the appropriate internal team wherever required rather than providing unsupported medical advice.
Required Experience & Skills
3-4 years of experience
in Customer Service / Customer Experience.- Experience in
Healthcare, HealthTech, Wellness, Nutraceutical, Pharma or D2C
is preferred. - Hands-on experience with
CRM platforms and customer service/ticketing software
. - Experience managing customer queries across multiple channels.
- Good understanding of customer complaint and escalation management.
- Strong verbal and written communication skills.
- Strong coordination and follow-up skills.
- Good problem-solving ability and attention to detail.
- Comfortable working with
MS Excel / Google Sheets
and basic customer service reports. - Ability to manage multiple queries and priorities simultaneously.
- Strong customer-centric approach with patience and empathy.
Preferred Experience
Candidates with experience in the following areas will be preferred:
- Healthcare / HealthTech customer support
- Wellness / Nutraceutical / Pharma customer service
- D2C / E-commerce customer support
- CRM and ticket management
- WhatsApp customer support
- Order, delivery, return and refund-related queries
- Complaint and escalation management
- Customer feedback management
- Customer retention and follow-up
Key Competencies
- Customer-centric mindset
- Excellent communication
- Empathy and patience
- Problem-solving
- Ownership and accountability
- Strong follow-up
- Attention to detail
- Cross-functional coordination
- Ability to work in a fast-paced environment
- Process-oriented approach
Education
Bachelor's degree in any relevant discipline.
Relevant industry experience will be given importance.
What Were Looking For
end-to-end ownership of customer queries
