Customer Experience Executive

ABOUT GATACA LABS LLP Gataca Labs LLP is a next-generation nutraceutical company founded by Aditya Ponugoti and co founded by Samantha Ruth Prabhu. We develop and distribute premium, science-backed nutraceutical products including Apigenin, Creatine, NMN, and Berberine designed to support performance, longevity, and everyday wellness. As we scale our D2C and B2B operations, delivering an exceptional customer experience is at the heart of everything we do. ROLE OVERVIEW The Client Engagement Executive is the voice of Gataca Labs the first and most important human touchpoint for our customers. You will manage all inbound customer communications, resolve queries with speed and empathy, coordinate with internal teams on order and delivery issues, and ensure every customer interaction leaves a lasting positive impression. This role is ideal for someone who is a natural communicator, thrives under pressure, and genuinely cares about customer happiness. KEY RESPONSIBILITIES # Responsibility 01 Handle inbound customer calls and messages regarding product inquiries, providing clear and accurate information about Apigenin, Creatine, NMN, Berberine, and other Gataca Labs nutraceutical products. 02 Manage order status and tracking queries keep customers informed at every stage of their purchase journey. 03 Resolve delivery-related issues including delays, wrong deliveries, damaged shipments, and returns in coordination with logistics partners. 04 Conduct COD (Cash on Delivery) confirmation calls promptly and professionally to reduce RTO (Return to Origin) rates. 05 Resolve customer concerns efficiently and ensure high satisfaction levels at every touchpoint.06 Coordinate with logistics and internal teams for delivery escalations and ensure timely resolution. 07 Maintain accurate and up-to-date records of all customer interactions, complaints, and issue resolutions in the CRM. 08 Follow up proactively with customers on pending queries, complaints, or unresolved tickets. 09 Ensure timely closure of all customer tickets and queries within defined SLA timelines. KEY PERFORMANCE INDICATORS (KPIS) Your success in this role will be measured against the following metrics: CSAT Customer Satisfaction Score RTO % Return-to-Origin Rate FCR First Call Resolution SLA Ticket Closure Time QUALIFICATIONS & EXPERIENCE Required Bachelor's degree in any discipline (Business, Communications, or related fields preferred). 1-3 years of experience in customer support, client servicing, or a similar front-facing role. Excellent verbal and written communication skills in English and one regional language (Telugu, Hindi, or similar preferred). Comfortable handling a high volume of calls, chats, and emails in a fast-paced environment. Strong problem-solving ability and ownership mindset follow through until resolution. Basic proficiency in MS Office / Google Workspace and CRM tools. Preferred Prior experience in D2C brands, e-commerce, pharma, nutraceutical, or wellness companies. Familiarity with logistics partners, order management systems, or ticketing tools (Freshdesk, Zoho Desk, etc.). Understanding of COD order workflows and RTO management. Interest in health, nutrition, and wellness. KEY SKILLS & COMPETENCIES Skill Why It Matters Verbal & Written Communication Clear, empathetic communication builds trust and resolves issues faster. Problem-Solving Ability to think on your feet and offer solutions under pressure.CRM Proficiency Accurate record-keeping ensures no query falls through the cracks. Patience & Empathy Handling frustrated customers calmly is essential in D2C nutraceuticals. Product Knowledge Knowing what Apigenin, NMN, Berberine, and Creatine do helps build customer confidence. Multitasking Managing multiple channels (calls, chats, emails) simultaneously. Attention to Detail Ensuring correct order and delivery information reduces escalations. Team Coordination .