Customer Love Executive

2 days ago

Mumbai Maharashtra, India The Whole Truth Full time

Role: Customer Love Executive

Reporting To: Shikhar Srikantiah Head of Customer Love

Business Experience: Minimum 1-2 years

Location: Mumbai / Remote Work

CTC: 3-5 LPA

**About the job -**

The Whole Truth is one of the fastest growing and most loved brands in the country. We get this love because we are authentic: what we say is what we think is what we do is who we are. We also get this love because we live our values, one of which is _Consumer is family._

**Customer Love**

The Customer Love (CL) function is at the forefront of consumer interactions at the company - both reactive and proactive. Everyone in this function is responsible for guarding the consumer experience pre, during and post
- purchase.

But CL at The Whole Truth isn’t like customer support elsewhere. Because we believe every 1-1 interaction (especially one which starts with a negative experience) with the customer is an opportunity to make them feel loved, and win them for life.

We go to the root of the problem to give the best resolution, and feed this knowledge internally so we try and not repeat the same mistakes again.

**Role and Responsibility**
- Make consumer journeys more efficient by identifying and documenting all errors that are encountered on everyday basis in end-to-end order journey.

- E-Com Order Management: place new orders, modify, cancel, refund, etc. - Work with cross-functional teams such as Operations, Quality, Tech and Business to escalate relevant issues related to order delivery, product, tech, or business operations. Preferred skills and qualifications - Bachelor’s degree (or equivalent)
- Great verbal & written communication skills
- Ability to anticipate & prevent, rather than just react & resolve

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