This role is for one of the Weekday's clients

**Salary range: Rs 500000 - Rs 1000000 (ie INR 5 - 10 LPA)

**Min Experience: 2 years

Location: Mumbai

JobType: full-time

Key Responsibilities

1. Online Reputation Management (ORM)

Manage and respond to customer inquiries, comments, and direct messages on various social media platforms.
Address customer complaints, feedback, and escalations with clarity and empathy.
Ensure prompt and thorough responses, leaving no conversations unattended or unresolved.
Maintain a consistent brand voice across all customer interactions.

2. Customer Relationship Management (CRM)

Oversee and implement CRM workflows through WhatsApp, email, and SMS channels.
Utilize platforms such as Contlo, Bitespeed, Sage Pilot, or similar tools.
Set up and optimize automated campaigns, including welcome messages, abandoned cart reminders, retention initiatives, and reactivation efforts.
Collaborate with the marketing team to align campaign messaging and targeting strategies.

3. Customer Experience & Issue Resolution

Take full responsibility for resolving customer issues until they are completely closed.
Work closely with internal teams (operations, warehouse, etc.) to ensure quick resolution of queries.
Manage returns, exchanges, and order-related concerns when necessary.

4. Reporting & Insights

Monitor frequent customer concerns, feedback, and complaints.
Provide actionable insights to the team to help improve products, operations, and communication.
Track basic CRM campaign performance and customer engagement metrics.

Essential Qualifications

2–4 years of experience in ORM, CRM, or customer experience roles within a D2C brand.
Practical knowledge of CRM tools such as Contlo, Bitespeed, Sage Pilot, or equivalent platforms.
Excellent written communication skills—clear, empathetic, and solution-focused.
Experience managing customer queries across social media and messaging applications.
Capability to handle a high volume of conversations without overlooking details.
Familiarity with Shopify or e-commerce order management systems, including tools for handling returns and exchanges.
Understanding of retention marketing strategies and customer journey mapping.
Experience in managing escalations and sensitive customer interactions.

The Ideal Candidate

Remains calm under pressure and handles challenging situations with composure.
Communicates effectively with clarity, empathy, and a focus on solutions.
Shows high ownership by ensuring all issues are resolved completely with no loose ends.
Demonstrates patience and resilience in managing repetitive and high-volume interactions.
Is detail-oriented, diligently tracking conversations and ensuring consistent follow-through.

Interested applicants are encouraged to send their resumes to careers@talentevo.in.

Customer Retention

Online Reputation Management

CRM

CRM Manager