<div>JD &ndash; Customer Success Executive @ Happi Planet</div> <div>About Happi Planet Happi Planet offers a premium range of Natural &amp; Chemical-Free Home Care products delivering effective cleaning powered by nature, built by a founder team with deep FMCG experience and a track record of high-performance execution. As a fast-growing, seed-funded startup, the brand focuses on reliable, high-quality products and a customer-first approach in every interaction and channel.</div> <div>Role overview This role is the first point of contact for consumers and will handle queries across WhatsApp, phone calls, and email to drive swift, accurate, and empathetic resolutions. Success in this position is measured by first-contact resolution, CSAT, TAT adherence, and quality of documentation in CRM tools.</div> <div>Key responsibilities</div> <div>&bull; Respond to customer queries via WhatsApp, phone, and email with timely, friendly, and accurate support across product and order-related questions.</div> <div>&bull; Troubleshoot and resolve issues including delayed orders, returns/exchanges, leakage/damage claims, and product usage guidance while meeting SLAs. &bull;</div> <div>Provide clear, consistent product and policy information; escalate complex issues with complete context to ensure speedy resolution.</div> <div>&bull; Manage order status, tracking, returns, and exchanges; coordinate with operations to ensure commitments are met.</div> <div>&bull; Maintain complete, structured records of every interaction in CRM; adhere to communication and documentation guidelines.</div> <div>&bull; Proactively follow up on pending cases and close the loop with customers to drive CSAT and trust.</div> <div>&bull; Capture and relay customer insights, recurring issues, and suggestions to operations, product, and marketing teams for continuous improvement.</div> <div>&bull; Contribute to FAQs, response templates, and knowledge base to improve speed and consistency of support. Qualifications</div> <div>&bull; 2&ndash;3 years in customer support/success at a marketplace, D2C, or quick-commerce brand, with multi-channel handling experience (WhatsApp/calls/email).</div> <div>&bull; Fluency in English &amp; Hindi is mandatory; one additional Indian language is a strong advantage.</div> <div>&bull; Hands-on with CRM/helpdesk tools and basic office productivity; comfort with order management workflows and data entry quality.</div> <div>&bull; Strong listening, written communication, empathy, and de-escalation skills; organized and reliable with follow-through. Schedule &amp; location This is a 6-day, on-site role in Mumbai with work hours from 10:00 AM to 7:00 PM to support customer availability windows and internal coordination.</div>