Customer Service Specialist

About the Role: Freshly is looking for a dedicated and empathetic Customer Experience Associate to be the voice of the brand and a key player in driving customer retention. This role is focused on connecting with our customers, resolving their concerns, and ensuring they have a delightful experience every time they engage with us. If you're someone who loves to help people and wants to make a real difference in a growing brand — we’d love to meet you. Key Responsibilities: Communicate with customers via WhatsApp and phone calls to resolve queries, complaints, and feedback. Reconnect with customers who haven’t ordered in a while, understand their reasons, and work to bring them back. Provide quick and empathetic resolutions to product/order issues and ensure customer satisfaction. Record common issues and customer suggestions to help improve service quality and product offering. Collaborate with internal teams to escalate and resolve larger issues effectively. Requirements: 1–2 years of experience in customer service, retention, or tele-support (D2C, FMCG or startup experience is a plus). Strong communication skills in Hindi and English. Empathetic, calm, and a good listener — someone who puts the customer first. Confident in handling customer concerns and turning negative experiences into positive ones. Comfortable working with basic CRM tools, Excel/Sheets, and WhatsApp-based business platforms. Location: Saket, New Delhi Type: Full time Compensation: Competitive, based on experience Show more Show less