Customer Service Executive

Job Description

Job Opportunity: Customer Experience Executive Location: Bhiwandi About Us: Zouk is a modern Indian lifestyle brand. All our products are 100% PeTA approved Vegan and Proudly Indian. We currently operate in the bags, wallets, and footwear. We are building an iconic global consumer brand from India. We aim to achieve this by making great products and building the best consumer brand team in India. The founders have ~15 years of experience across startups, large companies and are alumni of IIT & IIM. Zouk is a funded startup, backed by Stellaris Venture Partners, Titan Capital (run by the founders of Snapdeal) and the founders of Mamaearth, Wow Skin Science & Beardo. Zouk sells via its own website and marketplaces like Amazon, Myntra. Zouk has over 350,000+ Happy Customers and has been featured by media outlets like CNBC TV18, ELLE, Cosmopolitan, ET Prime, YourStory. Our bags were also organically featured in the Vidya Balan movie Sherni, Amazon Prime movie Majaa Maa, Netflix’s show Little Things 3, Amazon Prime series Hush Hush and Sony TV’s Bade Acche Lagte Hain 2. When Prime Minister Shri Narendra Modi went to the US in 2021, our bags went as gifts given to global CEOs. We also won the Best Vegan Wallets brand award from PeTA India in 2021. Website: www.zouk.co.in About the Role: We are seeking a proactive, customer-centric professional to join our Customer Experience Team . As the voice of our customers, you will play a key role in shaping their journey, ensuring satisfaction, and strengthening brand loyalty. Your contributions will directly impact customer delight and overall brand perception. Key Responsibilities: Promptly respond to customer queries via email, chat, phone, and social media. Address and resolve customer concerns with empathy and efficiency, ensuring positive outcomes. Collaborate with cross-functional teams (logistics, operations, product, tech) to resolve issues seamlessly. Analyze customer feedback to identify common pain points and recommend process improvements. Track and report on key customer experience metrics such as CSAT, NPS, first response time, and resolution time. Handle returns, exchanges, refunds, and escalations in line with company policies and brand tone. Requirements: Graduate in any discipline. 1–3 years of relevant experience in customer service, preferably within a D2C or e-commerce environment. Strong problem-solving skills with an empathetic approach. Ability to manage multiple tasks in a fast-paced, growth-oriented setup. Proficiency in MS Excel. Good to Have: Familiarity with Shopify or other D2C platforms.