Customer Service Representative

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 SUन्यSUन्य 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 DoOrder 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 SupportHandle 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 EngagementCall 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-engagementSend 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 ForMust 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 OnMetricTargetCOD Verification Rate>90% of COD orders called within 2 hrs Fake Order Detection>90% catch rateCustomer Response Time (WhatsApp) 20% of delivered orders CSAT Score>4 out of 5Daily Call Volume40-60 calls/dayWeekly Feedback ReportSubmitted every FridayWorking Hours: 10 AM - 7 PM, Monday to Saturday (Sunday off)Reporting To: Operations & Brand ManagerWhy 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.