Customer Service Executive

**Company Overview -**

Bombay Hemp Company (BOHECO) is at the forefront of revolutionizing the health and wellness industry with premium CBD-infused products, rooted in the principles of Ayurveda and modern science. Our Delhi Clinic & Store, located at G-47, Ground Floor, Green Park, Main Market, New Delhi, is dedicated to offering holistic well-being solutions and is a hub for personalized healthcare and innovative wellness products. We are excited to soon launch our new clinic in Gurgaon, expanding our reach and impact.

**Job Overview -**

We’re seeking a driven and passionate individual with the zeal to outperform targets and the vision to transform ideas into impactful realities. As one of the first key contributors to India's pioneering cannabis wellness brand, you’ll play a vital role in shaping the industry - acting as the voice of BOHECO to our customers, resolving queries, educating users, nurturing leads, and building a trusted ecosystem for plant-based healing from the ground up.

**Job Description -**

**Strategy**:

- Assist in developing and executing a robust customer care strategy focused on BOHECO’s B2C platforms.
- Contribute to creating strategic plans, goals, and measurable objectives for customer relationship management (CRM).
- Work closely with the Sales and Marketing team to align service delivery with brand goals and consumer expectations.
- Support continuous improvement initiatives to enhance customer satisfaction and retention.

**Customer Engagement & Service**:

- Ensure timely query resolution within defined SLAs.
- Demonstrate empathy, patience, and deep product knowledge to educate consumers and build trust.
- Identify and escalate red-flag concerns (such as medical emergencies, legal concerns, etc.) to the appropriate departments.

**CRM & Relationship Management**:

- Assist in managing and updating internal CRM tools with relevant customer data and status.
- Track customer journeys and ensure high-quality follow-ups and post-sale engagement.
- Pass qualified leads to in-house medicine practitioners.

**Conversion & Retention**:

- Monitor and convert abandoned carts by understanding blockers and offering guidance.
- Support in upselling or cross-selling BOHECO’s solutions based on customer needs.
- Coordinate with the doctor and e-commerce teams for seamless order and prescription processing.

**Customer Insights & Reporting**:

- Conduct primary research activities such as Focus Group Discussions (FGDs), surveys, NPS and feedback calls to gather customer insights.
- Compile weekly/monthly reports with actionable insights for product and service teams.
- Analyze customer feedback to evaluate product performance and service quality.
- Share research findings with relevant teams to improve product improvements and customer experience strategies.

**Tech & Tools**:

- Manage backend order tracking, CRM updates, and Chatbot hygiene.
- Troubleshoot basic order, refund, or prescription issues in collaboration with accounts and operations.

**Education -**

UG: Any Graduate: Any Specialization

**Skills & Attribute -**
- Organized, detail-oriented, and capable of juggling multiple tasks.
- Quick learner with an interest in alternative medicine, Ayurveda, and wellness.
- Coming up with pragmatic solutions with respect to the task at hand
- Empathetic and intuitive communicator with a customer-first mindset.
- Domain expertise
- Tech Proficiency: CRM tools (Zoho, HubSpot, etc. - training will be provided). WhatsApp Business, Shopify (nice to have)
- Excellent command of spoken and written English & Hindi (additional Indian languages are a plus).
- An eye for detail is a must.
- Proactive at problem solving
- Creative & Design Thinking

Pay: ₹15,000.00 - ₹40,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Provident Fund

Work Location: In person