Customer Service Rep

Company Overview

Hibiscus Monkey is a Direct-to-Consumer (D2C) body care brand that operates on a principle: your body deserves the same ingredient rigor that skincare has always given your face. With sales channels including our own website, Amazon, Nykaa, and quick commerce, Hibiscus Monkey has been incubated at prestigious accelerators at MIT and Harvard, and is now fully operational in India from our office in Mumbai. We are a small, intense team dedicated to building meaningful products without bureaucracy.

Job Summary

The Customer Service Representative (CE Executive) plays a crucial role at Hibiscus Monkey, where customer experience is a key element of our business. This position involves not just resolving queries, but also nurturing a community, building trust, and embodying our brand philosophy through every interaction.

Responsibilities

• Be the Voice of Hibiscus Monkey: Engage with customers across Email, WhatsApp, and Social channels using a warm, informed, and brand-aligned tone.
• Deliver a Seamless Experience: Ensure premium customer experiences across all touchpoints with high first-contact resolution characterized by clarity and empathy.
• Own the Customer Journey: Handle queries related to orders, products, routines, and post-purchase experiences; process customer orders from the DTC website and liaise with shipping vendors to escalate issues.
• Build Trust Through Every Interaction: Transform concerns, such as delivery delays or product dissatisfaction, into positive recovery experiences by balancing honesty with reassurance.
• Drive Insights for Growth: Accurately categorize issues to identify recurring themes and share structured insights with Marketing, Operations, and New Product Development (NPD); contribute to enhancing product perception and communication.
• Manage Escalations Thoughtfully: Identify and escalate high-risk or sensitive cases early, coordinating with internal teams for timely and high-quality resolutions.
• Support Retention & Revenue: Implement proactive communication strategies to reduce cancellations and Cash on Delivery (COD) Return to Origin (RTO), while encouraging reorders and long-term customer engagement through excellent experience delivery.

Qualifications

• Experience: 1–3 years in Customer Experience, preferably in D2C, beauty, or wellness sectors.
• Skills: Strong written communication to match brand tone is essential; high empathy, ownership, and attention to detail.
• Availability: Must be comfortable working night shifts and rotational schedules.
• Technical Proficiency: Prior experience with Customer Relationship Management (CRM) tools and WhatsApp support is a plus.

Preferred Skills

• Knowledge of premium beauty/wellness brands.
• Ability to empathize and maintain a positive attitude in challenging situations.

Experience

1–3 years of relevant experience in customer service, preferably within the Direct-to-Consumer (D2C) beauty or wellness industry.

Environment

While the specific work setting (remote, in-office, hybrid) is not detailed, the role is based out of our office in Mumbai and may require night shifts and rotational schedules.

Salary

Not specified.

Growth Opportunities

Opportunities for career advancement within the company are likely as Hibiscus Monkey establishes itself in the market.

Benefits

Not specified.