Customer Relationship Manager

Job Title

CRM & Customer Support Executive

Brands

Pspeaches & Indisangam

Department

Customer Relationship Management (CRM)

Experience

2–4 Years

Industry Preference

E-commerce / Fashion / D2C

Job Summary

We are looking for a proactive and customer-oriented CRM Executive to manage end-to-end customer communication and post-order operations for our brands, Pspeaches and Indisangam.

The candidate will be responsible for handling customer queries across calls, WhatsApp and emails, tracking order status, coordinating with logistics partners, managing delivery exceptions, and ensuring smooth processing of returns, exchanges and refunds.

Key Responsibilities

Customer Query Management

• Handle incoming customer calls and resolve queries relat- to orders, products, delivery, payments and returns.
• Respond to customer queries through WhatsApp, emails and other communication channels.
• Provide timely updates on order status, dispatch, shipment tracking and delivery.
• Handle customer complaints professionally and ensure timely resolution.
• Maintain proper communication with customers until their issues are resolved.

Logistics & Delivery Management

• Coordinate with logistics partners, especially Delhivery, for shipment tracking and delivery-related issues.
• Follow up on Non-Deliverable (NDR) shipments and ensure timely customer confirmation for reattempts.
• Monitor delayed, stuck, lost, misrouted and RTO shipments.
• Coordinate with courier partners for delivery exceptions, address corrections and escalations.
• Ensure maximum successful deliveries and minimise RTO cases.
• Follow up with logistics partners until pending shipment issues are closed.

Returns, Exchanges & Refund Management

• Handle customer requests for returns, exchanges and refunds.
• Coordinate reverse pickups with logistics partners.
• Track return shipments and ensure products reach the warehouse.
• Coordinate with the warehouse and accounts team for return verification and refund processing.
• Maintain a daily tracker of pending and completed refunds.
• Ensure customers receive timely updates on their return and refund status.

Daily Order Tracking & Reporting

• Maintain and update daily Google Sheets for order tracking.
• Track orders under the following categories
• New orders and pending dispatch
• Dispatched orders
• In-transit shipments
• Delayed shipments
• NDR / Non-deliverable orders
• RTO shipments
• Delivered orders
• Return and exchange requests
• Pending pickups
• Pending refunds
• Ensure all pending cases are followed up and updated daily.
• Prepare daily reports highlighting unresolved customer complaints and logistics issues.

Internal Coordination

• Coordinate with warehouse, operations, accounts and e-commerce teams.
• Ensure timely dispatch and resolution of order-related issues.
• Escalate critical customer complaints and unresolved logistics cases to the reporting manager.
• Maintain proper records of customer interactions and complaint resolution.

Required Skills & Qualifications

• 2–4 years of experience in CRM / Customer Support, preferably in D2C or fashion e-commerce.
• Good communication skills in English and Hindi.
• Proficiency in Google Sheets and MS Excel.
• Experience handling WhatsApp Business, customer calls and email support.
• Knowledge of Delhivery and other courier/logistics platforms.
• Understanding of NDR, RTO, reverse pickup, exchange and refund processes.
• Strong follow-up, coordination and problem-solving abilities.
• Ability to manage multiple customer queries and pending cases simultaneously.

Key Performance Indicators (KPIs)

The candidate's performance will be evaluated on

• Customer query response time.
• Customer complaint resolution time.
• Successful NDR resolution and reduction in RTO.
• 4. Timely coordination of return and exchange pickups.
• Timely closure of refund requests.
• Accuracy and regular updating of daily Google Sheets.
• Pending shipment and complaint follow-up.
• Customer satisfaction and service quality.

Reporting

CRM / Customer Support Manager or E-commerce Operations Head.

Pay

₹20,000.00 - ₹30,000.00 per month

Work Location

In person