Customer Service Representative
Job Description
The SUन्य — Customer Relationship Manager (CRM Executive)
Location: Noida (Sector 62/63 area) Type: Full-time, On-site Salary: ₹15,000 – ₹20,000/month Industry: Fashion & Apparel (D2C)
About SUन्य
SUन्य is a growing D2C fashion and apparel brand selling online. We're building a lean, systems-driven operation and are looking for our first dedicated CRM Executive to own the entire customer communication layer — from order verification to post-purchase support and retention.
What You'll Do
Order Verification (Most Critical)
Call every COD customer within 2 hours of order placement to confirm address, product, and intent.
Identify and cancel fake/unresponsive orders before dispatch — directly reducing our RTO rate.
Make 3 call attempts for unconfirmed orders. No confirmation = order cancelled.
Customer Support
Handle inbound and outbound customer calls — order queries, delivery updates, size guidance.
Manage WhatsApp Business inbox — respond to customer messages within 1 hour during working hours.
Process return and exchange requests. Coordinate with logistics for pickup scheduling.
Resolve customer complaints with patience and professionalism.
Post-Delivery Engagement
Call customers after delivery to collect feedback and request product reviews.
Handle RTO dispute communication — coordinate with manager to file claims using video proof.
Flag repeat RTO customers for COD blacklisting.
Retention & Re-engagement
Send WhatsApp broadcast messages for new collection drops, offers, and restocks.
Maintain a customer interaction log (simple spreadsheet/CRM tool) with call outcomes and notes.
Share weekly summary of customer feedback, common complaints, and suggestions with the manager.
What We're Looking For
Must Have:
Fluent in Hindi and English (spoken + written). Customer calls will be primarily in Hindi.
6 months to 2 years of experience in customer calling, telecalling, or customer support — D2C/ecommerce preferred.
Comfortable making 40–60 calls per day (mix of verification + feedback + support).
Familiar with WhatsApp Business. Basic smartphone and internet skills.
Reliable, punctual, and honest. This role directly impacts revenue.
Good to Have:
Experience with Shopify, Shiprocket, Delhivery, or any ecommerce/logistics platform.
Experience handling returns, exchanges, or NDR follow-ups.
Familiarity with any CRM tool (Zoho, HubSpot, or even Google Sheets-based tracking).
Based in or near Noida for easy commute.
What You'll Be Measured On
MetricTargetCOD Verification Rate>90% of COD orders called within 2 hrs Fake Order Detection>90% catch rateCustomer Response Time (WhatsApp)<1 hour during working hoursReview Collection Rate>20% of delivered orders CSAT Score>4 out of 5Daily Call Volume40–60 calls/dayWeekly Feedback ReportSubmitted every Friday
Working Hours: 10 AM – 7 PM, Monday to Saturday (Sunday off)
Reporting To: Operations & Brand Manager
Why Join SUNYA:
Get in early at a growing D2C brand — your work will directly shape the customer experience.
Clear KPIs and structured role — no ambiguity about what success looks like.
Work closely with the founder and manager in a small, fast-moving team.
- Opportunity to grow into a Customer Support Lead role as the brand scales.
How to Apply: Send your resume and a short WhatsApp voice note (1–2 minutes) introducing yourself in Hindi to . We want to hear how you communicate — that's the job.
