Actively hiring
Consumer Engagement & Research Executive
Start Date
Starts Immediately
CTC (ANNUAL)
₹ 3,60,000 - 4,00,000 ₹ 3,60,000 - 4,00,000 /year
Experience
No experience required
No experience required
Apply By
20 Nov' 26
Posted 4 days ago
Fresher Job
84 applicants
About the job
About the Role
We are looking for a proactive, empathetic, and detail-oriented Customer Support & Consumer Insights Executive to be the voice of our brand across customer communication channels.
The role involves managing customer queries and concerns received through emails, Instagram DMs, social media comments, and phone calls. In addition, the executive will conduct outbound consumer research calls to gather feedback, understand buying behaviour, identify customer pain points, and share actionable insights with internal teams.
The ideal candidate enjoys interacting with people, communicates clearly, solves problems with patience, and is curious about understanding why consumers think and behave the way they do.
Key Responsibilities
1. Customer Support & Query Resolution
Respond to customer queries received through emails, Instagram DMs, social media comments, and inbound calls in a timely, professional, and empathetic manner.
Assist customers with product information, usage instructions, orders, deliveries, returns, refunds, and other service-related queries.
Resolve customer complaints effectively, taking ownership until closure and escalating complex issues to the relevant teams when required.
Maintain a consistent brand voice across all customer touchpoints.
Track customer interactions, document recurring issues, and maintain accurate records of complaints, resolutions, and feedback.
Coordinate with operations, logistics, sales, and other internal teams to ensure timely resolution of customer concerns.
Identify opportunities to improve customer satisfaction and the overall customer experience.
2. Social Media Community Engagement
Monitor and respond to customer comments, messages, product-related questions, and feedback across Instagram and other relevant social platforms.
Engage with customers in a friendly, authentic, and brand-appropriate manner.
Identify potential customer concerns, product questions, and purchase intent from social media interactions.
Escalate sensitive complaints, negative sentiment, or reputational concerns appropriately.
Capture recurring questions, customer preferences, product suggestions, and emerging consumer trends from social conversations.
3. Consumer Research & Outbound Calling
Conduct outbound calls with existing customers, prospective customers, and other relevant consumer groups to gather insights.
Carry out structured feedback calls to understand product satisfaction, purchase motivations, usage experiences, and areas for improvement.
Participate in consumer surveys, product feedback studies, post-purchase research, and customer satisfaction assessments.
Understand reasons for product returns, repeat purchases, non-purchase, cart abandonment, and customer dissatisfaction, wherever relevant data is available.
Record responses accurately in predefined questionnaires, spreadsheets, CRM systems, or research tools.
Identify recurring consumer patterns and share meaningful observations with the marketing, product, and leadership teams.
Maintain a respectful approach during outbound calls, following approved scripts, consent requirements, and calling protocols.
4. Reporting & Continuous Improvement
Maintain daily records of customer queries, response times, resolutions, escalations, and outbound calls.
Prepare periodic reports highlighting frequently asked questions, common complaints, customer sentiment, and consumer feedback.
Identify recurring issues that could be addressed through better product information, packaging, communication, or internal processes.
Suggest improvements to customer support workflows, response templates, FAQs, and customer engagement practices.
Help build a consumer-first culture by ensuring that customer feedback translates into actionable business insights.
Skills & Competencies
Excellent written and verbal communication skills.
Strong command of English and Hindi
Empathetic listening and the ability to handle customer concerns patiently.
Comfortable making outbound calls and engaging with unfamiliar people.
Good conversational skills and the ability to ask thoughtful, unbiased research questions.
Strong problem-solving skills and attention to detail.
Comfortable using email, Instagram, spreadsheets, CRM systems, and customer support tools.
Ability to manage multiple communication channels and prioritise time-sensitive queries.
Basic analytical skills to identify patterns and summarise consumer feedback.
A proactive attitude, ownership mindset, and willingness to learn.
Preferred Qualifications
Undergraduate in any discipline, pursuing 1st or 2nd year of college
Skill(s) required
Community Management Effective Communication English Proficiency (Spoken) English Proficiency (Written)
Earn certifications in these skills
Who can apply
Only those candidates can apply who:
1. are from Delhi, Gurgaon only
Salary
Probation:
Duration:
Salary during probation:
After probation:
Annual CTC: ₹ 3,60,000 - 4,00,000 /year
Perks
Informal dress code 5 days a week Free snacks & beverages Health Insurance
Number of openings
1
About NYNM Organics
NYNM Is the parent company that owns Truth & Hair.
Truth & Hair is India's first and only hair styling and makeup brand that featured on Shark Tank India Season 5. Founded by trichologist Saumya Alagh & Shailesh Singh, Truth & Hair is building a brand to help consumers express their personalities through their hair. No boring in-bathroom products but fun styling & makeup products for hair that move away from the world of just Shampoos & Oils
Activity on Internshala
Hiring since March 2025
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