Customer Experience Executive (CRM)

About the Role

You will be the voice of MuscleMind for our customers. You will own every customer query that comes in on email, WhatsApp, and Instagram — returns, exchanges, cancellations, and order status — work with our logistics team to get each one resolved, and pick up the phone to turn unhappy moments into good experiences and abandoned carts into orders.

Key Responsibilities

• Customer Query Management (Email, WhatsApp, Instagram)

• Handle all incoming customer queries on email, WhatsApp, and Instagram DMs regarding returns, exchanges, cancellations, order and delivery status, sizing, and product questions.

• Respond clearly and politely within agreed turnaround times, and follow every query through to closure.

• Log and tag every query (channel, issue type, product, resolution) so nothing slips through and recurring issues are visible to the team.

• Logistics, Returns & Exchanges Coordination

• Coordinate daily with the logistics team and courier partners on shipment status, delays, failed deliveries (NDR), return pickups, and exchange dispatches.

• Process returns, exchanges, and cancellations end-to-end and keep the customer updated at every step.

• Escalate stuck shipments and refund delays, and follow up until they are resolved.

• Customer Calling & Feedback

• Call customers who have raised or completed a return to understand the reason, capture structured feedback, and, wherever possible, convert the return into an exchange.

• Make post-purchase calls to collect feedback on the product, delivery, and overall shopping experience.

• Record return reasons and feedback, and share a weekly summary of insights (top issues, size or product problems, courier problems) with the team.

• Abandoned Checkout Calling & Recovery — KEY PRIORITY

• Call and WhatsApp customers who abandoned checkout on our website; understand what stopped them (size doubts, delivery time, COD or payment issues, price) and help them complete the order.

• Talk to customers proactively to drive conversions and repeat purchases.

• Track calls made, orders recovered, and revenue recovered every week.

• CRM Records & Reporting

• Maintain clean customer interaction records and a live query tracker.

• Share a weekly report covering query volumes by channel and type, response and resolution time, open vs. closed queries, return-to-exchange conversions, and recovered checkouts.

Qualifications

• MBA intern (final year or recent graduate) or 0–2 years of experience in customer support, CRM, inside sales, or e-commerce operations.
• Excellent written and spoken English — clear, polite, and professional. Hindi is a plus.
• Confident on calls; empathetic with upset customers and persuasive without being pushy.
• Strong communication and coordination skills; closes loops without needing to be chased.
• Organized and comfortable with Google Sheets / Excel.
• Genuine interest in D2C, e-commerce, and customer experience.

Good to Have (Add-on, not mandatory)

• Basic understanding of setting up CRM journeys on WhatsApp and email (emailers) — e.g. abandoned-cart reminders, order and delivery updates, post-delivery feedback, review requests, and win-back campaigns.
• Exposure to tools such as Shopify, Shiprocket, Return Prime, GoKwik, WhatsApp Business / Interakt / WATI, or email marketing tools.
• Willingness to learn and gradually take ownership of WhatsApp journeys and emailers — we will support the learning.

How Success Will Be Measured

• Response & resolution time - Across email, WhatsApp, and Instagram
• Query closure rate - Open vs. closed, no query left untracked
• Return → exchange conversion - % of return requests retained as exchanges
• Abandoned checkout recovery - Orders and revenue recovered through calls / WhatsApp
• Feedback & insights - Feedback calls completed and weekly insight report shared