Customer Relationship Management Executive

About Us

At GrowthJockey, we don’t just build brands—we engineer ventures that disrupt industries. With 25+ successful launches under our belt for Fortune 500s and top consulting firms, we’re redefining the startup game. From AI-led AdTech to full-stack digital innovation, we move fast, think bold, and scale smarter.Our proprietary platform, intellsys.ai, is revolutionizing digital marketing with 100+ in-house AI models—making D2C growth more intelligent, efficient, and personalized than ever before.

Key Responsibilities:

Customer Escalation Handling:

• Manage escalations from Amazon, Flipkart, and JioMart to maintain a healthy Order Defect Rate (ODR) and seller ratings.
• Resolve A-to-Z Guarantee claims and customer grievances within SLA.

Warranty Management:

• Connect with customers registering for product warranties.
• Issue digital warranty certificates via standard email templates.
• Maintain an updated database of warranty registrations.

Review & Feedback Management:

• Engage with customers who post negative reviews/comments on marketplaces to resolve concerns and encourage updated reviews.
• Reduce returns/claims through proactive communication and problem-solving.
• Promote positive reviews by motivating satisfied customers to share their experiences online.

Customer Call Handling:

• Attend inbound calls from customers on the registered customer care number.
• Provide timely resolutions for queries regarding order status, returns, warranty, and product-related concerns.

Return & Replacement Management (DTO):

• Assist customers in selecting the correct return/replacement (Direct to Origin – DTO) options on Amazon and Flipkart.
• Coordinate with internal teams to ensure seamless reverse logistics and customer satisfaction.

Customer Delight & Brand Advocacy:

• Conduct proactive follow-up calls for feedback post-delivery.
• Offer discount coupons or loyalty perks to promoter customers and convert them into brand advocates.
• Identify and engage potential long-term loyal customers.

Reporting & Compliance:

• Track, document, and analyze customer escalations, reviews, and resolutions.
• Share weekly MIS reports with management on ODR, return rates, customer sentiment, and review trends.
• Stay updated with marketplace policies and ensure 100% compliance.

Skills & Qualifications

• Graduate in any stream
• 2–5 years of experience in Customer Service, CRM, or Seller Support roles (preferably in e-commerce / D2C brands).
• Strong communication skills (English & Hindi essential; additional regional languages a plus).
• Familiarity with Amazon Seller Central, Flipkart Seller Hub, and CRM tools.
• Problem-solving mindset with a customer-first approach.
• Ability to manage stress and handle irate customers calmly

What We Offer

• Opportunity to shape the customer experience journey in a high-growth brand.
• A collaborative work environment with direct impact on business growth.
• Competitive compensation and performance-based incentives.
• Employee discounts on our sleep solutions.

If you are passionate about building customer trust, solving problems, and enhancing brand reputation, we’d love to hear from you. Apply now!