La Cesta Ventures Private Limited

Job Title: Customer Service Executive – E-commerce (D2C & Marketplaces)Location: Mumbai Employment Type: Full-time Brand: THE HAPPY POD About THE HAPPY PODTHE HAPPY POD is a new-age home linen brand offering premium-quality bed sheets, comforters, dohars, and towels designed to elevate the vibe of modern Indian homes. We combine design-led aesthetics, superior materials, and thoughtful packaging to deliver comfort, style, and value for today’s digital-first consumer. As we scale across marketplaces and our own D2C website, we’re looking for a Customer Service Executive who can deliver a delightful post-purchase experience — one that reflects the warmth and positivity of The Happy Pod brand. Role OverviewThe Customer Service Executive will be responsible for managing all customer interactions across our D2C website and marketplaces (Amazon, Flipkart, Myntra, etc.). This includes handling order-related queries, returns/refunds, product information, and feedback. The role requires excellent communication, empathy, and ownership to ensure every customer has a “Happy” experience. Key ResponsibilitiesCustomer Query Handling Respond promptly to customer inquiries via email, chat, WhatsApp, and social media DMs. Address pre-purchase and post-purchase queries (order status, delivery timelines, product information, etc.). Manage queries and tickets received through marketplaces (Amazon, Flipkart, Myntra, Ajio, etc.) within SLA timelines. Order & Return Management Coordinate with internal logistics and warehouse teams for order dispatch, replacements, or returns. Track order status and proactively communicate updates to customers. Handle refund requests and ensure timely resolution in line with brand and marketplace policies. Marketplace & Website Support Use platforms such as Amazon Seller Central, Flipkart Seller Hub, and Shopify Admin to check order statuses, initiate returns, or issue refunds. Maintain accurate customer communication records. Escalate recurring issues or service gaps to the operations or category teams. Customer Experience & Feedback Ensure customer delight by providing empathetic, brand-aligned responses. Collect and summarize customer feedback, reviews, and common concerns for internal insights. Support community engagement by responding to customer comments and messages on social media when needed. Required Skills & QualificationsBachelor’s degree in any field. 1–3 years of experience in customer service for an e-commerce or D2C brand (home, fashion, or lifestyle category preferred). Excellent written and verbal communication in English and Hindi. Familiarity with e-commerce platforms (Shopify, Amazon Seller Central, Flipkart Seller Hub, etc.). Good working knowledge of Excel / Google Sheets. Strong problem-solving skills and customer-first attitude. Ability to multitask and handle pressure during sale events or seasonal peaks. Nice-to-HaveExperience in tools like Freshdesk, Gorgias, or Zoho Desk. Awareness of e-commerce logistics and return management processes. A calm, positive, and empathetic personality that aligns with The Happy Pod’s brand ethos. What We OfferA warm, creative, and growing startup environment. Opportunity to be part of a fast-scaling D2C brand. Exposure to multiple e-commerce platforms and digital tools. Competitive salary as per industry standards