Customer Service

We’re Hiring: Customer Experience (CX) ExecutiveLocation: Gurugram (On-site)Type: Full-TimeExperience: 2 - 6 yearsAbout Originally DesiOriginally Desi is a premium heritage food brand rooted in authenticity and tradition. We craft pure, organic products, including A2 bilona ghee, wood-pressed oils, raw forest honey, and superfoods, using age-old methods passed down through generations. Our mission is to preserve culinary traditions while delivering uncompromised quality to health-conscious, culturally-rooted consumers across India and beyond.About The RoleWe're seeking a dynamic and empathetic Customer Experience Executive to be the voice and heart of Originally Desi. In this role, you'll own the end-to-end customer journey, transforming interactions into lasting relationships while championing our brand values of authenticity, purity, and care.Key Responsibilities:Customer Support & EngagementRespond to customer inquiries across multiple channels (email, phone, chat, social media) with empathy, clarity, and brand voice consistencyResolve complaints and issues promptly while maintaining exceptional standards of service and turning detractors into advocatesBuild meaningful relationships with customers by understanding their needs, preferences, and feedback to create personalized experiencesCX Strategy & Process ImprovementIdentify pain points in the customer journey and propose data-driven improvements to enhance satisfaction and reduce frictionDocument and standardize customer service processes to ensure consistency and scalability across the growing customer baseMonitor and analyze KPIs including customer satisfaction, response times, resolution rates, and escalation trendsChampion customer insights by synthesizing feedback and sharing actionable recommendations with product, marketing, and operations teamsProduct Knowledge & AdvocacyDevelop deep expertise in Originally Desi's product range, sourcing methods, health benefits, and brand philosophyEducate customers about bilona ghee, cold-pressed oils, and traditional superfoods to build confidence in our authenticityTell our story authentically, helping customers understand the heritage, craftsmanship, and sustainability behind each productOperations & CollaborationManage order-related inquiries including shipping, returns, refunds, and product replacements with clarity and urgencyCoordinate with logistics and operations teams to expedite resolutions and ensure seamless handoffsMaintain organized records of customer interactions, issues, and resolutions in the CRM systemCustomer Retention & GrowthProactively reach out to at-risk customers and implement retention strategiesIdentify upsell and cross-sell opportunities through thoughtful, non-intrusive recommendationsSupport customer acquisition programs by delivering exceptional post-purchase experiences that encourage referrals and repeat ordersRequired QualificationsExperience: 2+ years in customer support, customer experience, or customer success roles (preferably in e-commerce, FMCG, or D2C brands)Communication Skills: Fluent in English and Hindi; excellent written and verbal communication with professionalism and warmthProblem-Solving: Proven ability to handle complex issues, think creatively, and find win-win solutions under pressureTechnical Proficiency: Comfortable with CRM tools, email platforms, and customer management systems; quick learner of new toolsCustomer-Centric Mindset: Genuine passion for understanding and serving customers; empathy-first approach to conflict resolutionAttention to Detail: Strong organizational skills with ability to track multiple interactions, timelines, and follow-ups simultaneouslyAdaptability: Flexible and resilient in a dynamic, fast-growing environment; comfortable with ambiguity and changeWhy Join Originally Desi?✓Be part of a brand preserving authentic traditions and promoting wellness in a market saturated with mass-produced alternatives✓ Every interaction you manage reinforces trust in a brand that customers genuinely love and believe in✓ In a rapidly growing company, your role will evolve as we scale. Opportunity to build a world-class CX function from the ground up✓ Work with a team that values authenticity, transparency, and continuous learningAbout Our Team & CultureWe're a tight-knit, mission-driven team committed to preserving traditions while building a modern, scalable brand. If you value authenticity, continuous learning, and the satisfaction of solving real problems for real people, Originally Desi is the place for you.Originally Desi is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace.