Customer Experience Executive

About Rasayanam

Rasayanam is a bootstrapped, profitable D2C supplements brand built with a sharp focus on product integrity, scientific validation, and long-term customer trust. Founded in 2020, we have scaled to ₹35+crore in annual revenue through disciplined execution and a strong customer-first approach. We operate with complete transparency, rigorous quality standards, and a commitment to sustainable, profitable growth. Our ambition is to build India’s most trusted and credible clean supplement and wellness brand.

About the Role

The Customer Experience Executive plays a critical role in ensuring every Rasayanam customer receives prompt, accurate, and empathetic support. In this role, you will manage day-to-day customer interactions across multiple channels, resolve queries efficiently, and ensure a smooth post-purchase experience. Your work will directly contribute to customer satisfaction, trust, and long-term brand loyalty.

Key Responsibilities

• Manage customer queries across calls, emails, chats, WhatsApp, and marketplace platforms.

• Assist customers with order tracking, delivery updates, product queries, returns, refunds, and replacements.

• Provide clear, accurate, and empathetic responses to customer concerns.

• Ensure timely resolution of customer issues in line with defined service standards.

• Handle customer complaints and escalate complex cases when required.

• Manage customer queries on social media platforms professionally.

• Maintain accurate records of interactions in CRM or ticketing systems.

• Follow SOPs, policies, and communication guidelines.

• Identify recurring issues and share feedback to improve processes and customer experience.

• Collect customer feedback and support initiatives to improve reviews and ratings.

• Coordinate with operations, logistics, and internal teams for faster resolution.

• Contribute to improving service processes and overall customer experience.

What We’re Looking For

Must-Have

• 1–3 years of experience in customer support, customer service, or customer experience roles

• Excellent verbal and written communication skills

• Strong problem-solving ability with a customer-first mindset

• Ability to manage multiple customer conversations simultaneously

• High level of ownership, patience, and empathy while handling customers

• Nice-to-Have

• Experience in e-commerce, D2C, or marketplace-based support environments

• Experience handling support through WhatsApp, chats, or CRM tools

• Exposure to fast-paced startup environments

Tools & Skills

• Working knowledge of CRM tools or customer support platforms

• Basic proficiency in Excel or Google Sheets

• Ability to work in a fast-paced, operationally driven environment

What Success Looks Like in This Role

• Customer queries are resolved quickly and accurately

• High customer satisfaction and positive customer feedback

• Minimal repeat queries due to clear and effective communication

• Strong adherence to processes and service standards