Customer Service Specialist

Job Description

About PINQ Polka: At PINQ Polka, we’re redefining women’s wellness with problem-solving lifestyle and intimate care products. We’re not just a brand — we’re a movement that celebrates comfort, confidence, and conversations around topics often considered taboo. Role Overview: We are looking for a Customer Service Specialist who’s empathetic, proactive, and passionate about delivering exceptional service. You’ll be the voice of PINQ Polka for our 3L+ strong community of women, handling everything from product queries to post-purchase support with care and confidence. Key Responsibilities: Be the first point of contact for customer queries via WhatsApp, Instagram DMs, email, and calls Guide customers on product usage, fit, sizing, and care instructions Manage order-related concerns including returns, exchanges, and delivery issues Coordinate with the operations and logistics team to resolve escalations quickly Document conversations and feedback accurately in our CRM tools (Shopify, WhatsApp API, Freshdesk, etc.) Identify and share customer insights that can help improve our product and service offerings Assist in creating content for FAQs, how-to guides, and customer education campaigns What We’re Looking For: 1–3 years of experience in customer service (D2C or e-commerce background preferred) Excellent written and verbal communication in English (Hindi/other regional languages are a bonus) Empathy-led approach with a strong sense of ownership Familiarity with online tools like Shopify, WhatsApp Business, Google Sheets, and email support platforms Passion for women’s wellness and problem-solving products Show more Show less