Job
Description
As a Customer Happiness Officer, you are the voice of Headphone Zone to our customers. You ll be there to guide them, support them, and solve problems always with patience, grace, and a genuine desire to help. Whether it s answering product questions, resolving after-sales issues, or handling warranty requests, you ll take pride in turning every interaction into a positive experience. You ll work closely with the Operations and Headphone Gurus teams ensuring that customers feel cared for long after their purchase. Why This Role Matters Every day, you ll turn moments of potential frustration into moments of delight. You ll be the reason a customer chooses to come back to Headphone Zone not just for the products, but for the people behind them. We re not just shipping headphones. We re building trust, loyalty, and a community that celebrates music. And that starts with how we take care of our customers. What You ll Do Be the first point of contact for customer support queries pre-sale and post-sale Handle inquiries via email, phone, and chat Manage after-sales processes warranty requests, returns, replacements Work closely with the Operations team to ensure timely and accurate order fulfillment Maintain clear, empathetic, and professional communication at all times Keep detailed records of customer interactions using our support tools (Freshdesk, Slack, Google Workspace) Continuously look for ways to improve our customer service experience Occasionally assist in hosting customers at our Experience Studio in Mumbai What We re Looking For Freshers are welcome we love hiring smart, empathetic freshers! 1 2 years of experience in customer service is a plus Excellent communication skills clear, warm, patient, and professional Strong problem-solving ability and attention to detail A mindset aligned with our values: doing the right way, not the easy way; always learning and improving; taking ownership and responsibility; understanding that growth lies in discomfort; serving with grace and respect Ability to handle difficult situations calmly and effectively Comfortable with tools like Freshdesk, Google Workspace, Slack, Notion Based in Mumbai , this is a full-time, in-office role at our HQ in Andheri West
