Customer Experience Executive - Backend / Non-Voice

Role Overview

Wenova Brands is a growing multi-brand consumer company building purpose-driven brands in nutrition and snacking. We’re looking for a Customer Experience Executive – Backend to manage customer queries, tickets and follow-ups across our digital channels. You’ll play an important role in ensuring that customer issues are tracked, resolved and closed efficiently, while helping us identify opportunities to improve the overall customer journey.

Responsibilities

• Handle customer queries through email, chat, WhatsApp and support/ticketing platforms.
• Understand customer concerns and provide accurate, timely responses.
• Manage queries related to orders, products, payments, delivery, returns and complaints.
• Track customer tickets and ensure timely resolution and closure.
• Coordinate with E-commerce, Operations, Logistics and other teams to resolve issues.
• Maintain accurate customer records and update CRM/ticketing systems.
• Identify recurring issues and share customer insights with relevant teams.
• Follow defined SLAs and ensure a smooth customer experience.

Requirements

• 1–3 years of experience in Customer Experience / Customer Support / Backend Operations.
• Strong written English and communication skills.
• Good attention to detail and ability to manage multiple tickets/tasks.
• Strong problem-solving and follow-up skills.
• Comfortable working with CRM, ticketing systems, email and chat platforms.
• Good computer skills and familiarity with Google Workspace / MS Office.
• Knowledge of Tamil, Hindi or other regional languages is an added advantage.
• Someone who is organised, patient and genuinely customer-focused.

Skills

• CRM
• Ticketing Systems
• Google Workspace
• MS Office
• WhatsApp