Customer Operations Executive

**About Headphone Zone**:
We don’t run Headphone Zone like a company. We run it like a community — of people who care deeply about helping others rediscover music. We’re proud to be a 100% independent, Indian-owned business, committed to bringing the world’s finest headphones and audio gear to discerning listeners across the country.

We choose to be the best, not the biggest. We serve our customers with the same level of care, respect, and attention we’d want for ourselves — guided by a simple ethos**:we’re ladies and gentlemen, serving ladies and gentlemen**. And above all, while we are not a music company, music is at the core of everything we do.

**About the Role**:
As a **Customer Operations Executive** at Headphone Zone, you’ll work behind the scenes to ensure that every post-purchase experience is seamless and delightful.

You’ll support our **Customer Happiness Officers** by managing delivery issues, coordinating returns and warranties, and keeping our logistics and service processes running smoothly — so that every customer interaction reflects the care and quality we stand for.

**Why This Role Matters**:
We want every customer to not just love the products they buy — but love the experience of buying from us.

Your work will help us deliver on that promise, by making sure post-sale operations are handled with care, efficiency, and attention to detail. From first delivery to after-sale support, you’ll help us honour the trust our customers place in us.

**What You’ll Do**:

- Work closely with **Customer Happiness Officers** to track and resolve **delivery issues** — escalations, RTOs, and re-attempts
- ** Coordinate pickups** for warranty and return cases — prepare shipping documents and maintain accurate records
- ** Update and share** the **Pending On Inspection (POI)** list daily with the warehouse team to ensure timely processing
- Track and manage all **returns and units for inspection** received at our Mumbai location
- ** Liaise with Warehouse and Logistics partners** to ensure smooth flow of post-sale operations
- Help maintain a **seamless, transparent process** for returns, warranties, and after-sale support — so customers enjoy a hassle-free experience

**What We’re Looking For**:

- ** Freshers are welcome** Or even better — 1-2 years of experience in customer service, operations, or logistics coordination
- Experience in **customer interaction** — ability to build relationships, understand needs, and provide clear direction
- Strong attention to detail, excellent organisational skills, and the ability to manage multiple tasks at once
- Basic knowledge of **MS Word**, **MS Excel**, and experience with **CRM systems** (a bonus)
- A mindset aligned with our values: doing things the right way; learning and improving; taking ownership and responsibility; serving with grace and respect
- Based in Mumbai — this is a **full-time, in-office** role at our HQ in **Andheri West**

**Cultural Fit**:
Headphone Zone is a place for people who want to do great work — the right way, not the easy way. We believe in showing up every day with curiosity, ownership, and a commitment to getting better. Titles and ladders don’t matter here; how you think, learn, and contribute does.

You’ll fit right in if you care about craft, take responsibility for your own growth, and thrive in an environment that’s fast, unstructured, and a little chaotic (in the best way). Most of all, we’re here to help people rediscover music — and everything we do comes from that purpose.

**Why Join Us?**:
At Headphone Zone, you’ll be part of a small, passionate team that takes pride in doing things differently. We believe in craft, community, and curiosity — and we’re here to serve, not to sell. You’ll have the freedom to own your work, learn constantly, and contribute to a team that values quality over scale.

If you believe in treating customers with grace and respect, care about helping people experience music more deeply, and thrive in a culture built on trust and hustle — you’ll love it here.

**How to Apply**: