Customer Service Specialist

Job Description

Company Description We are focused on recreating nostalgia for millennials and genz. Be part of a brand with a heart, we're not just selling snacks; we're reviving memories. Work closely with the founding team and make your mark on CX strategy. We’re just starting out, there’s lots of room for growth and an opportunity to shape how India shops for nostalgia Role Description CTC: 3.5-5 LPA 5 days WFO, Sat WFH. 6 days working Engage with customers across platforms (WhatsApp, email, Instagram DMs, webchat) and resolve queries with empathy and accuracy Support inbound and outbound B2B sales conversations – especially around festive orders, corporate gifting, or custom bulk requests Collaborate with ops and fulfilment teams to track order status, returns, replacements, and escalate exceptions Document recurring queries and customer feedback to improve internal workflows Work closely with our AI team to train the conversational chatbot — feeding it real dialogues and improving its tone, relevance, and fallback logic Maintain a warm, brand-aligned tone in every interaction (we’re all about nostalgia, simplicity, and thoughtfulness) Study user behaviour on our website, and test thesis to improve Conversion Rate Qualifications 1–3 years in a customer-facing role (D2C brand or startup experience a plus) Strong written and verbal communication in English and Hindi (Hinglish) Comfort with tools like Shopify, Freshchat/Interakt, and Google Sheets Bonus: Experience working with AI training datasets or chatbot tools Genuinely enjoys solving problems and connecting with people Organized, calm, and thoughtful under pressure