Customer Service Representative, Mumbai

Job Title: Customer Experience Executive Shift: Night Shift (6:00 PM– 2:00 AM IST) Work Model: Hybrid(WFH + In-Office) Weekly Offs: 2 Days (Rotational) About the Role At Indē Wild, customer experience is at the heart of everything we build. As a CE Executive, you won't just resolve queries - you'll nurture a community, build trust, and bring our brand philosophy to life through every interaction.This role is ideal for someone who understands the nuance of a premium beauty/wellness brand and can translate that into thoughtful, high-quality customer conversations. What You'll Do Be the Voice of Indē Wild Engage with customers across Email, WhatsApp, and Social channels in a warm, informed, and brand-aligned toneDeliver a seamless, premium experience across all touchpoints Ensure high first-contact resolution with clarity and empathy Own the Customer Journey Handle queries across orders, products, routines, and post-purchase experience Guide customers thoughtfully (not just resolve)— especially around product usage and expectationsBuild Trust Through Every Interaction Turn concerns (delivery delays, product dissatisfaction, etc.) into positive recovery experiences Balance honesty with reassurance, maintaining brand credibility Drive Insights for Growth Accurately categorise issues (product performance, logistics, payments, etc.)Identify recurring themes and share structured insights with Marketing, Ops, and NPD Actively contribute to improving product perception and communication Manage Escalations Thoughtfully Flag high-risk or sensitive cases early Coordinate with internal teams for timely, high-quality resolution Support Retention&Revenue Reduce cancellations and COD RTO through proactive communication Encourage reorders and long-term engagement through strong experience delivery What We're Looking For 1–3 years in Customer Experience (D2C / beauty / wellness preferred) Strong written communication - must be able to match brand tone (this is critical)High empathy, ownership, and attention to detail Comfort working night shifts and rotational schedules Prior experience with CRM tools / WhatsApp support is a plus What Success Looks Like High CSAT&quality interaction scores Strong FRT, TAT, and FCR Accurate issue categorisation and valuable insights Lower escalations and improved customer retention COD RTO recovery and reduced cancellations Why This Role at Indē Wild Be part of a fast-growing, community-first beauty brand Direct impact on how customers experience and trust the brandOpportunity to influence product, marketing, and operations through real customer insights