Customer Experience Executive

About Offcomfrt

Offcomfrt is building a company where everyone is treated the same, owns their work, and does not need permission to do it well. This role is closely connected to customer experience — understanding what customers need, resolving their concerns, and making sure every interaction reflects the standards the brand stands for. It requires equal parts clear communication, sound judgment, and disciplined follow-up.

Key Responsibilities

• Handle customer queries across chat and WhatsApp, ensuring timely, clear, and helpful responses.
• Resolve questions related to orders, payments, shipping, delivery, returns, exchanges, and refunds.
• Track delayed shipments, delivery exceptions, and unresolved issues, following up until they are resolved.
• Assist customers with order modifications, cancellations, and other order-related requests in accordance with company policies.
• Coordinate with the operations and logistics teams to resolve issues that require internal action.
• Maintain accurate records of customer conversations, complaints, resolutions, and follow-ups.
• Identify recurring customer concerns and share insights to improve products, processes, and customer experience.
• Use available support tools and AI-assisted suggestions responsibly to improve response quality and efficiency.

Requirements & Tech Stack

• Strong written communication skills in English and Hindi, with the ability to communicate clearly and professionally with customers.
• A customer-first mindset, with the patience to handle complaints and difficult conversations calmly.
• Strong follow-up discipline and the ability to manage multiple conversations without losing track of unresolved issues.
• Good judgment to distinguish between routine queries and issues that require escalation.
• Comfort working with dashboards, spreadsheets, and customer support tools.
• Attention to detail when handling order information, customer requests, and return or exchange processes.
• The ability to take ownership of a customer issue.

Hiring process may involve a brief, role-relevant assessment or discussion.