Customer Care Executive

We’re looking for a dedicated Customer Care Representative to be the voice and heart of Cocoon Care. This role is much more than just responding to messages - it’s about representing the company, ensuring every customer interaction reflects the brand’s values, and delivering a seamless, delightful experience. You’ll be the bridge between our customers and our operations, playing a key role in building trust and loyalty with our community.

What You’ll Be Responsible For:
Customer Communication:

- Resolving customer queries and concerns related to products, orders, shipping, and returns with empathy and clarity.
- Being a problem solver and going the extra mile to ensure customer satisfaction.

Returns, Exchanges & Complaints:

- Managing and processing returns and exchanges using our website backend.
- Coordinating with customers to make the process hassle-free while ensuring timely resolutions.
- Handling and escalating complaints when needed with grace and professionalism.

Order Dispatch & Timely Deliveries:

- Ensuring all customer orders are dispatched on time by coordinating with our warehouse team.
- Being in touch with our shipping partners to ensure timely pickups, tracking shipments, and resolving delays or issues.

Backend Operations & Software Usage:

- Managing tasks using our website backend (you’ll receive training for this).
- Updating order statuses, processing exchanges, and raising tickets with shipping partners for complaints or inquiries.

Brand Representation:

- You will represent Cocoon Care in every interaction - embodying our values of care, quality, and empathy.
- Ensuring customers feel valued, heard, and appreciated in every conversation.

What We’re Looking For:

- Someone with exceptional communication skills (both written and verbal).
- A patient, empathetic, and customer-first attitude - after all, you’ll be solving problems for stressed parents or new moms.
- Basic knowledge of Microsoft Word, Excel, and an openness to learning new software used in our daily operations.
- Highly organized and able to juggle multiple tasks without compromising on quality.
- Proactive mindset - someone who can identify issues and suggest improvements.
- Prior experience in customer service is preferred, but if you’re a fast learner and passionate, we’re happy to train you

Why This Job Is More Than It Sounds:

- You’re the face of Cocoon Care. Customers will remember their experience with you as their experience with the brand. It’s a big responsibility, but also a rewarding one
- You’ll be a part of a growing company and have the chance to learn and grow with us.
- Your work will directly impact customer happiness - the heart of our business.
- You’ll be wearing many hats, from managing queries to ensuring smooth operations, making each day dynamic and fulfilling.

Who We’d Love:

- Moms or individuals with experience in the baby/kids segment who understand the importance of customer care in this space.
- Someone eager to learn, grow, and take ownership of their role.

**Job Types**: Full-time, Permanent

Pay: Up to ₹20,000.00 per month

**Benefits**:

- Leave encashment

Schedule:

- Day shift

Supplemental Pay:

- Overtime pay
- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Surat, Gujarat: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer relationship management: 1 year (required)
- Customer acquisition: 1 year (required)

**Language**:

- English, Hindi, (required)

Shift availability:

- Day Shift (required)

Work Location: In person

Expected Start Date: 15/10/2024