Customer Service Representative (Aligarh)

The SUन्य — Customer Relationship Manager (CRM Executive) Location: Noida (Sector 62/63 area) Type: Full-time, On-site Salary: ₹15,000 – ₹20,000/month Industry: Fashion & Apparel (D2C) About SUन्य SUन्य is a growing D2C fashion and apparel brand selling online. We're building a lean, systems-driven operation and are looking for our first dedicated CRM Executive to own the entire customer communication layer — from order verification to post-purchase support and retention. What You'll Do Order Verification (Most Critical) Call every COD customer within 2 hours of order placement to confirm address, product, and intent. Identify and cancel fake/unresponsive orders before dispatch — directly reducing our RTO rate. Make 3 call attempts for unconfirmed orders. No confirmation = order cancelled. Customer Support Handle inbound and outbound customer calls — order queries, delivery updates, size guidance. Manage WhatsApp Business inbox — respond to customer messages within 1 hour during working hours. Process return and exchange requests. Coordinate with logistics for pickup scheduling. Resolve customer complaints with patience and professionalism. Post-Delivery Engagement Call customers after delivery to collect feedback and request product reviews. Handle RTO dispute communication — coordinate with manager to file claims using video proof. Flag repeat RTO customers for COD blacklisting. Retention & Re-engagement Send WhatsApp broadcast messages for new collection drops, offers, and restocks. Maintain a customer interaction log (straightforward spreadsheet/CRM tool) with call outcomes and notes. Share weekly summary of customer feedback, common complaints, and suggestions with the manager. What We're Looking For Must Have: Fluent in Hindi and English (spoken + written). Customer calls will be primarily in Hindi. 6 months to 2 years of experience in customer calling, telecalling, or customer support — D2C/ecommerce preferred. Comfortable making 40–60 calls per day (mix of verification + feedback + support). Familiar with WhatsApp Business. Basic smartphone and internet skills. Reliable, punctual, and honest. This role directly impacts revenue. Good to Have: Experience with Shopify, Shiprocket, Delhivery, or any ecommerce/logistics platform. Experience handling returns, exchanges, or NDR follow-ups. Familiarity with any CRM tool (Zoho, HubSpot, or even Google Sheets-based tracking). Based in or near Noida for easy commute. What You'll Be Measured On MetricTargetCOD Verification Rate>90% of COD orders called within 2 hrs Fake Order Detection>90% catch rateCustomer Response Time (WhatsApp)20% of delivered orders CSAT Score>4 out of 5Daily Call Volume40–60 calls/dayWeekly Feedback ReportSubmitted every Friday Working Hours: 10 AM – 7 PM, Monday to Saturday (Sunday off) Reporting To: Operations & Brand Manager Why Join SUNYA: Get in early at a growing D2C brand — your work will directly shape the customer experience. Clear KPIs and structured role — no ambiguity about what success looks like. Work closely with the founder and manager in a small, fast-moving team.
- Opportunity to grow into a Customer Support Lead role as the brand scales. How to Apply: Send your resume and a short WhatsApp voice note (1–2 minutes) introducing yourself in Hindi to 7017794881. We want to hear how you communicate — that's the job. Apply on Kit Job: kitjob.in/job/4mv7c9