Nory is India's first female fertility care brand, blending science and compassion. Founded by an infertility specialist and a mother, the brand offers clinically tested and reliable fertility care products from digital IVI kits and test strips to fertility-friendly accessories and supplements.
For more details, please visit our website https://www.noryforyou.com/
Position Overview
We are seeking a compassionate, attentive, and efficient Customer Support & Response Management Executive to handle customer queries across platforms. This role requires someone who can communicate with empathy, maintain brand tone, and support individuals dealing with sensitive fertility-related concerns.
Key Responsibilities
Handle customer queries via email, calls, WhatsApp, DMs, marketplace chats, and social media comments.
Provide accurate product information, troubleshoot issues, and guide customers through their purchase or usage-related queries.
Respond promptly and professionally, maintaining empathy and sensitivity especially for fertility-related conversations.
Manage ticketing, escalate issues when needed, and ensure timely closure of cases.
Track common customer concerns and share insights with product and marketing teams.
Maintain documentation of customer interactions and follow standard operating procedures.
Monitor reviews/ratings on marketplaces and ensure brand reputation management.
Handle replacement/refund requests in coordination with operations and logistics.
Build strong rapport with customers and provide a caring experience aligned with the brand's mission.
Ideal Candidate Profile
Prior experience in customer support, D2C response management, or healthcare/wellness support roles (preferred).
Excellent written and verbal communication skills in English and Hindi.
Empathetic, patient, and comfortable speaking with customers dealing with sensitive topics.
Strong problem-solving and conflict-resolution skills.
Ability to multitask, stay organized, and respond promptly.
Female candidates only (as the role involves sensitive fertility-related communication).
Why Join Us?
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Be part of a meaningful mission: supporting families in their fertility journey.
Warm, supportive, and women-led work environment at our Gurugram office.
Opportunity to directly impact customer experience and brand trust.
Collaborative culture with room to grow and take ownership.
Job Type: Full-time
Pay: ?400,000.00 - ?500,000.00 per year
Work Location: In person
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