Customer Experience & Communications Executive

Key Responsibilities

• Act as the first point of contact for all customer queries across email, phone, chat, and social media.
• Handle order-related issues, complaints, and feedback with professionalism and empathy.
• Maintain high levels of customer satisfaction by providing timely and accurate resolutions.
• Create and maintain a structured system for tracking and closing customer requests.
• Collaborate with internal teams (Sales, Marketing, Logistics, Operations) to resolve escalated cases.
• Draft and share clear communication templates for common queries and FAQs.
• Collect customer insights and feedback to help improve products, services, and processes.
• Monitor and report on customer experience KPIs (response time, resolution time)
• Assist in developing proactive communication strategies (order updates, new launches, offers).
• Represent the brand tone and values in every customer interaction.
• Engage with customers during brand events, activations, and brewery experiences to build strong relationships and represent the brand in person.
  

What We Offer:

• Opportunity to be part of a fast-growing consumer brand.
• Dynamic and collaborative work environment.
• Scope to learn and grow across customer experience and brand communications.
• Competitive compensation and benefits.