About the role
Handle inbound & outbound calls, WhatsApp, and emails professionally and empathetically
Address customer queries related to product usage, order status, returns, payments, etc.
Coordinate with logistics and warehouse teams for order dispatch, delivery, and returns
Log customer feedback and escalate unresolved issues to relevant teams.
Maintain daily records of interactions using CRM or ticketing tools
Assist in RTO/replacement follow-ups, delivery concerns, and refund-related queries
Educate customers about Dermatouch products and skincare routines
Ensure first-contact resolution and drive customer satisfaction (CSAT)
Requirements
Graduate or Diploma in any discipline
1–3 years of experience in a customer support/customer success role (D2C or eCommerce preferred)
Excellent communication in English and Hindi (knowledge of regional languages is a plus)
Ability to work in evening/night shifts and weekends (if required)
Proficiency in handling CRM tools, Excel, WhatsApp Business, and Email
Patience, problem-solving skills, and a customer-first mindset
Benefits
- A growing skincare brand with a focus on science-backed, dermatologist-led products
- A collaborative work culture where ideas are heard and teamwork is valued
- Opportunities to learn, take ownership, and grow with the company
- Exposure to how a skincare brand works, across teams and functions
- A supportive and inclusive workplace