Customer Experience Executive

Company Overview

Luxmi Tea Estate is a legacy tea company rooted in some of India’s most celebrated tea-growing regions. With decades of craftsmanship and estate ownership, the brand blends heritage with modern sensibilities—bringing premium teas to a new generation of discerning consumers in India and globally. We own some of the most exciting brands in the tea category like Luxmi, Makaibari, and more across markets like India, the US, and the UK. As we strengthen our D2C and digital presence, we’re building a sharper, more contemporary content voice.

Job Summary

We are seeking a customer-focused and operationally strong Customer Experience Executive to oversee customer interactions and ensure a seamless service experience across Luxmi Estates’ e-commerce channels. This role will manage day-to-day customer support operations across D2C and marketplaces, while also identifying customer insights that help improve product presentation, logistics coordination, and overall customer satisfaction.

Responsibilities

• Customer Support Operations

  • Manage day-to-day customer interactions across channels.
  • Ensure timely, accurate, and professional responses aligned with Luxmi Estates’ premium brand tone.

• Customer Issue Resolution

  • Handle customer escalations.
  • Work closely with logistics, marketplace operations, and internal teams to resolve issues efficiently.

• Customer Experience Improvement

  • Identify recurring customer issues and recommend improvements.
  • Act as the voice of the customer within the e-commerce team.

• Marketplace Customer Management

  • Coordinate with marketplace teams to monitor customer reviews and ratings.
  • Respond to customer feedback and complaints.
  • Maintain strong seller ratings and customer satisfaction scores.
  • Ensure marketplace communication aligns with brand tone and service standards.

• Data Analysis and Insights

  • Track customer feedback trends and generate insights.
  • Share insights with Category, Brand, and Operations teams.

Qualifications

• Education: Graduate/Postgraduate in Business Administration, Hospitality, or related field preferred.
• Experience:
  • 2 – 4 years of experience in customer service or customer experience roles.
  • Experience in e-commerce or consumer brands is preferred.
• Skills:
  • Strong written and verbal communication skills.
  • Ability to manage customer interactions with empathy and professionalism.
  • Strong problem-solving and operational coordination skills.

Preferred Skills

• Familiarity with e-commerce platforms and customer feedback tools.
• Experience with data analysis to track customer feedback trends.
• Knowledge of logistics operations related to e-commerce.

Experience

2 - 4 years in customer service or customer experience roles, with a preference for e-commerce or consumer brands.

Environment

This position is located in Noida and is a work from office role.

Salary

Salary information is not specified.

Growth Opportunities

Opportunities for advancement may include roles in customer relationship management, operations management, or e-commerce strategy.

Benefits

Benefits information is not specified.