Consumer Engagement & Research Executive - Fresher

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 collegeWho can apply:Only those candidates can apply who:are from Gurgaon onlySalary:₹ 3,60,000 - 4,00,000 /yearExperience:No experience requiredDeadline:[hidden]:59:59Other perks:Informal dress code, 5 days a week, Free snacks & beverages, Health InsuranceSkills required:English Proficiency (Spoken), English Proficiency (Written), Effective Communication and Community ManagementAbout Company:NYNM is a one-stop, multi-brand e-commerce store for all things hair care! At NYNM, we take pride in creating happy tresses by curating natural and organic hair products from homegrown and international haircare brands for people across India and some parts of Asia. NYNM's interest is in mindfully creating and curating products that are safe for people and sustainable for the environment as well. We are here to serve any hair types with the best range of products. Currently, we have over 30+ imported brands and 20+ Indian brands like Arata, Vilvah, Juicy Chemistry, Manetain, True Frog, Fix My Curls, and Let's Curl Up & Earth Rhythm, to name a few. Our hair profile-based product and solution recommendations have earned us tremendous credibility and customer loyalty.

Responsibilities

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