Customer Service Specialist

Job Title: Customer Experience – Associate

Department:

Location:

About VAHDAM® India

VAHDAM® India is a global wellness brand that brings India’s finest teas, superfoods, and botanicals directly from the source to consumers across the world. With a strong commitment to quality, innovation, and sustainability, VAHDAM® India has built a presence in over 130 countries and earned recognition from leading global platforms. We take pride in being a Certified Climate Neutral, Plastic Neutral, and B Corp company, ensuring that our growth positively impacts both people and the planet.

Key Responsibilities

• Address customer inquiries and concerns promptly and courteously across various platforms —

  chat, calls, emails, social media DMs, and comments.

• Analyze customer feedback and data to identify trends, insights, and areas for improvement in the overall customer journey.
• Manage VAHDAM® India’s

  Online Reputation (ORM)

  by actively monitoring and responding to reviews, ratings, and mentions across platforms.
• Drive

  Voice of Customer (VOC)

  initiatives, including

  NPS (Net Promoter Score)

  tracking, surveys, and analysis to measure satisfaction and loyalty.
• Collaborate cross-functionally with other teams to address customer pain points and improve the brand experience.
• Develop and implement strategies to

  enhance customer satisfaction, retention, and advocacy.

• Maintain detailed documentation of customer interactions and ensure resolutions within defined SLAs.

Qualifications & Skills

• 1–3 years of experience

  in Customer Experience, Customer Support, or related roles (preferably in e-commerce or consumer goods).
• Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights.
• Hands-on experience with

  Online Reputation Management (ORM)

  tools and customer feedback platforms.
• Familiarity with

  NPS and VOC programs

  to assess and improve customer sentiment.
• Excellent communication skills, both written and verbal.
• Empathetic, proactive, and detail-oriented, with a passion for delivering exceptional customer experiences.

Other Details

Work Schedule: