Customer experience

4 weeks ago

New Delhi, India Mama And Peaches Full time

About Mama & Peaches Mama & Peaches is a baby and kids lifestyle brand bringing conscious comfort and joyful design to modern parenting. We’re building a brand that connects deeply with young parents - one thoughtful product and conversation at a time. We’re now looking for a Customer Experience & Sales Associate who’s not just a support executive, but a brand ambassador. Someone who will own the customer journey end-to-end, drive conversions, and solve problems with empathy and initiative. If you're someone who believes every chat is a chance to connect, and every order is a relationship - this is your spot. What You’ll Own - Be the voice of Mama & Peaches across Whats App, calls, emails, DMs, and live chat - Drive sales and conversions by reaching out to abandoned carts, leads, and on-site queries - Manage returns, exchanges, order issues with calm, clarity, and speed - Work closely with our logistics and ops team to reduce RTO/NDRs and improve delivery success - Analyse customer queries, feedback & sentiment to suggest actionable improvements - Represent the brand at offline events, exhibitions, and pop-ups - Proactively share product feedback, service gaps, and customer insights with the team - Track and report KPIs: response time, resolution rate, NPS, cart conversions, etc. Who You Are - 1–3 years of experience in a customer-facing or inside sales role (D2 C/e-comm preferred) - Excellent communicator (written + verbal) with a warm, reassuring tone - Startup mindset - takes initiative, solves problems without waiting to be told - Comfortable with tech tools: Shopify, Whats App tools, Freshdesk/Bik.ai, etc. - Strong follow-up and time management skills - Empathetic + results-driven - you care about the customer and the business outcome - Bonus if you’re a parent or deeply familiar with the parenting space - Fluency in Hindi & English is a must Why Join Us?- Direct access to founders & leadership - learn every aspect of growing a brand - Be a voice that shapes the experience of thousands of moms - Creative freedom, warm team, and fast-paced energy - Work that truly matters to people

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