Customer Support Executive

Company Overview

Anveshan is one of India's fastest-growing clean-label, farm-to-consumer food brands — built on traceability, authenticity, and honest sourcing. We're the #1 brand in healthy ghee & oils, available across Amazon, Flipkart, Blinkit, Zepto, Swiggy Instamart, BigBasket, JioMart, and our own D2C website, with a strong presence in premium retail across Delhi NCR, Mumbai, and Bengaluru. Backed by Wipro Consumer Care Ventures, Titan Capital, and DSG Consumer Partners, applauded on Shark Tank India Season 2, and powered by over 3,000 rural producers, we're at a pivotal scale-up phase, building the global home for Indian-origin traditional food.

Job Summary

We are looking for a Customer Support Executive to be the voice of Anveshan. The role involves resolving customer queries, managing orders, and providing support across various communication channels, including calls, WhatsApp, email, and social media. You will also gather insights to enhance the overall customer experience.

Responsibilities

• Resolve & Support

  • Handle customer queries with empathy across calls, email, WhatsApp, and social media.
  • Manage orders by resolving delivery, return, and refund issues in collaboration with logistics and warehouse teams.
  • Address queries and negative feedback on marketplaces like Amazon and Flipkart within Service Level Agreements (SLA).
  • Escalate high-risk complaints early and follow through with the right team until resolution.

• Own Quality & Insight

  • Develop a strong understanding of the product range and explain common concerns such as ghee granulation or honey crystallization.
  • Maintain accurate records of all interactions in the ticketing/CRM system.
  • Provide structured feedback on recurring complaints to the product and quality teams.
  • Meet performance metrics on first-response time, resolution time, Customer Satisfaction (CSAT)/Net Promoter Score (NPS), and ticket backlog.

Qualifications

• Experience:

  • 0–3 years in customer support or a voice/chat process (experience in Direct-to-Consumer (D2C) or e-commerce is a bonus). Freshers with a genuine service mindset are welcome.

• Education:

  • Bachelor’s degree in any discipline or equivalent experience.

• Communication:

  • Fluency in English and Hindi, with clear, polite, and confident verbal and written skills.

• Temperament:

  • Patience and composure when dealing with upset or demanding customers.

• Technical Proficiency:

  • Comfortable using Google Sheets, Microsoft Office, and CRM/ticketing tools such as Freshdesk or Zendesk.

• Ownership:

  • A self-starter who takes accountability for tasks without being chased and thrives in a fast-paced environment.

Preferred Skills

• Knowledge of response handling in the food and beverages sector.
• Proficiency in additional regional languages.
• Familiarity with customer feedback analysis and reporting tools.

Experience

• 0–3 years of relevant experience in customer support or related roles.

Environment

• Full-time and onsite position located in Gurugram, providing an opportunity to work within a young, driven, and collaborative team environment.

Salary

• Not specified.

Growth Opportunities

• Opportunities for growth within a fast-paced, scaling business, with the chance to take full responsibility and directly impact company success.

Benefits

• Learn from industry experts with real-time guidance.
• Mission-driven work aimed at uplifting rural India and promoting traditional food.