Customer Experience Associate

6 days ago

Akota Vadodara Gujarat, India The White Willow Full time

About The White Willow

The White Willow is India’s leading comfort innovation brand with a deep commitment to sustainability, wellness, and personalized support. From eco-conscious pillows to ergonomic cushions, our products are crafted using advanced German technology in collaboration with BASF. We're on a mission to deliver “Comfort in Every Moment”—and we're looking for someone who can bring this experience to every customer touchpoint.

Role Overview

As a Customer Experience Associate, you’ll be the first line of support and communication for our valued customers. You will manage conversations across Shopify, Amazon (India & USA), WhatsApp, and more, ensuring every customer feels heard, supported, and cared for.

Key Responsibilities
- Make outbound calls to confirm orders for customized products (mattresses, toppers, covers).
- Manage abandoned cart call SOPs and follow-up protocols.
- Handle returns, exchanges, and feedback loops with empathy and accuracy.
- Coordinate with warehouse and logistics for prompt issue resolution.
- Maintain daily trackers, logs, and feedback reports in Google Sheets or Asana.
- Share actionable insights with the marketing and product teams.

Skills & Qualifications
- 1-3 years of experience in CRM/Customer Support roles.
- Excellent written and verbal communication in English (Hindi preferred).
- Experience with Shopify, Amazon Seller Central, and WhatsApp Business tools.
- Proficient in Excel/Google Sheets and task trackers like Asana.
- Strong problem-solving attitude and ability to multitask.

You’ll Thrive Here If You Are:

- A people person who loves solving problems.
- Empathetic, organized, and process-driven.
- Curious to learn about products and customer behavior.
- Passionate about creating delightful brand experiences.

What We Offer
- A values-driven, collaborative workplace.
- Ownership of customer experience across channels.
- Competitive salary and performance-based incentives.
- Employee discounts across all TWW products.
- A chance to grow with a purpose-led D2C brand.

Pay: ₹180,000.00 - ₹600,000.00 per year

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Paid sick time
- Provident Fund

**Language**:

- English (required)

**Location**:

- Akota, Vadodara, Gujarat (preferred)

Work Location: In person

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