Customer Retention Support (Escalations)

About Mesmerize India:

Mesmerize India is a leading D2C jewelry brand known for its premium natural stone bracelets, 925 silver jewelry, and spiritual accessories. We combine craftsmanship, emotional storytelling, and modern aesthetics to create jewelry that carries both meaning and style.

We’re looking for a Customer Retention Executive who can build genuine, long-term relationships with our customers and help strengthen loyalty, trust, and brand connection.

Role Overview:

This role is focused on relationship-driven support and retention. The ideal candidate is someone who understands people, communicates with empathy, and knows how to turn customer interactions into long-term brand loyalty.

You’ll handle VIP customers one-on-one, resolve their concerns personally, and identify opportunities to improve their overall experience and lifetime value. This is not just about solving problems , it’s about building relationships that last.

Key Responsibilities:

• Manage one-to-one communication with VIP and repeat customers through chat, email, and WhatsApp.
• Provide personalized post-purchase support and guidance to ensure customer satisfaction and retention.
• Identify high-value customers and proactively engage with them to maintain strong brand relationships.
• Handle escalated or sensitive cases with maturity, professionalism, and empathy.
• Track customer sentiment, feedback, and purchase patterns to identify at-risk customers and re-engagement opportunities.
• Collaborate with marketing and operations teams to execute loyalty programs, special offers, and surprise-and-delight campaigns.
• Maintain detailed communication logs, feedback reports, and retention insights in CRM tools.
• Work closely with the AI chatbot and support team to optimize customer experience and streamline communication.
• Share retention insights with the leadership team to improve overall customer lifetime value (CLV).

What We’re Looking For:

• Excellent verbal and written communication skills in English; Hindi proficiency is a plus.
• Deep sense of empathy and emotional intelligence in customer handling.
• Strong interpersonal skills with the ability to maintain calm and clarity under pressure.
• Prior experience in customer success, retention, or relationship management preferred.
• Strong organizational and follow-up skills.
• Familiarity with CRM and customer data tools (Shopify, Freshdesk, Sage Pilot, etc.).
• A proactive mindset focused on customer satisfaction and long-term engagement.
• Must be able to work on-site in Goregaon East, Mumbai Suburban.

Job Type:

• Full-Time | On-site
• Permanent | Open to Experienced and Highly Communicative Candidate
• Benefits:Paid sick leave and time off
• Performance-based incentives for retention success
• Direct exposure to VIP client relations and brand-building strategies
• Growth opportunities within customer experience and relationship management

Job Types: Full-time, Permanent

Pay: ₹200,000.00 - ₹360,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Application Question(s):

• Do you have any previous experience in retention support for a d2c e-commerce brand?

• We are currently offering 20,000 to 30,000 per month for the role based of experience and interview performance, are you comfortable with the pay mentioned?

• This is a full time in office role at Goregaon East, Mumbai, are you willing to travel to the location for the role?

• How many years of experience do you hold in customer relationship management?

• Do you have any previous experience in handling customer escalations for a d2c e-commerce brand?

Work Location: In person