Job Description

Job Summary:

We are seeking a Customer Service Advisor who is passionate about delighting customers instead of "selling to" them. This role is about building trust, guiding customers, and ensuring they enjoy a smooth, joyful, and memorable journey with THW.

Key Responsibilities:

Manage

customer queries

and

support requests

through multiple channels (calls, WhatsApp, email, chat).

Onboard new customers

with a warm, personalized experience, ensuring they feel confident in their choice. Monitor

customer satisfaction

and proactively address issues to avoid churn.

Build long-term customer relationships

by listening, understanding, and guiding them. Collaborate with marketing to create engaging communication that

educates rather than sells

. Track key

customer success metrics

(satisfaction score, repeat orders, referrals, churn rate).

Identify upsell opportunities

organically -- only when they genuinely add value for the customer.
Requirements

2-4 years

of experience in Customer Success / Relationship Management (preferably in D2C, FMCG, or e-commerce). Strong communication skills in English, Hindi, and/or Marathi. Empathy-driven mindset with genuine care for customer well-being. Experience in customer-centric platforms like Amazon, Myntra, or similar will be highly valued. Comfort with Zoho One tools (CRM, Desk, Projects, etc.) is highly preferred. Ability to multitask, remain calm under pressure, and resolve problems with patience. Candidates residing in or near Viman Nagar, Pune preferred for better coordination.

What We Offer:

A chance to be part of a purpose-driven brand making a real impact. ESOPs for deserving candidates, offering long-term wealth creation along with a competitive salary Growth-oriented culture where ownership and ideas are valued. Regular training and exposure to customer success best practices from leading D2C brands. Salary + performance-linked incentives (linked to customer satisfaction, not sales pressure). The joy and fulfillment of being part of a mission that truly matters -- healthier lives, empowered farmers, and a greener planet.

To apply, send your resume to

talent@thwindia.com

, or visit our site

www.thwindia.com.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person