Customer Experience Associate

Job Description

About The White Willow The White Willow is India’s leading comfort innovation brand with a deep commitment to sustainability, wellness, and personalized support. From eco-conscious pillows to ergonomic cushions, our products are crafted using advanced German technology in collaboration with BASF. We're on a mission to deliver “Comfort in Every Moment”—and we're looking for someone who can bring this experience to every customer touchpoint. Role Overview As a Customer Experience Associate, you’ll be the first line of support and communication for our valued customers. You will manage conversations across Shopify, Amazon (India & USA), WhatsApp, and more, ensuring every customer feels heard, supported, and cared for. Key Responsibilities Respond to customer inquiries across Shopify, Amazon, WhatsApp, and Email within defined SLAs. Make outbound calls to confirm orders for customized products (mattresses, toppers, covers). Manage abandoned cart call SOPs and follow-up protocols. Handle returns, exchanges, and feedback loops with empathy and accuracy. Coordinate with warehouse and logistics for prompt issue resolution. Maintain daily trackers, logs, and feedback reports in Google Sheets or Asana. Share actionable insights with the marketing and product teams. Skills & Qualifications 1–3 years of experience in CRM/Customer Support roles. Excellent written and verbal communication in English (Hindi preferred). Experience with Shopify, Amazon Seller Central, and WhatsApp Business tools. Proficient in Excel/Google Sheets and task trackers like Asana. Strong problem-solving attitude and ability to multitask. You’ll Thrive Here If You Are: A people person who loves solving problems. Empathetic, organized, and process-driven. Curious to learn about products and customer behavior. Passionate about creating delightful brand experiences. What We Offer A values-driven, collaborative workplace. Ownership of customer experience across channels. Competitive salary and performance-based incentives. Employee discounts across all TWW products. A chance to grow with a purpose-led D2C brand. Job Type: Full-time Pay: ₹180,000.00 - ₹600,000.00 per year Benefits: Cell phone reimbursement Health insurance Paid sick time Provident Fund Language: English (Required) Location: Akota, Vadodara, Gujarat (Preferred) Work Location: In person