Customer Service Representative

Company Description Nykaa is India’s leading beauty and lifestyle company, focused on bringing inspiration and joy to people every day. Since 2012, Nykaa has transformed how consumers in India discover and shop for beauty, fashion, and lifestyle products through a connected omnichannel ecosystem of hundreds of stores and a strong digital presence. The company offers a curated range of global, luxury, and homegrown brands across beauty, personal care, wellness, and fashion, supported by a growing portfolio of its own labels. Nykaa integrates content, community, commerce, and convenience, enhanced by AI-powered tools and personalised experiences that make discovery and shopping intuitive. Rooted in a belief in individuality and self-expression, Nykaa positions itself as a trusted companion, empowering consumers to explore and celebrate what makes them unique.Role Description The Customer Service Representative role at Nykaa is a full-time on-site position based in Mumbai. This role involves responding to customer inquiries across multiple channels, resolving issues related to orders, payments, returns, and product information, and ensuring timely and accurate communication. The representative will handle escalations with empathy and professionalism, maintain detailed records of interactions, and follow established processes to support high service standards. Day-to-day responsibilities also include collaborating with internal teams, providing feedback on recurring customer concerns, and contributing to continuous improvement of the overall customer experience. The ideal candidate maintains a customer-centric approach, manages high volumes of queries, and consistently supports Nykaa’s commitment to quality and consumer-first service.Qualifications Demonstrated experience in customer-facing roles with strong Customer Service and Customer Support skills.Ability to drive Customer Satisfaction through proactive problem-solving and clear, empathetic communication.Focus on delivering a positive Customer Experience across multiple touchpoints and channels.Familiarity with best practices for Customer Service Representatives, including handling high call or ticket volumes.Excellent verbal and written communication skills in English; proficiency in additional Indian languages is an advantage.Comfort using CRM tools, ticketing systems, and basic office software to manage and document customer interactions.Strong attention to detail, time management, and the ability to work effectively in a fast-paced retail and e-commerce environment.Prior experience in e-commerce, beauty, fashion, or lifestyle sectors is preferred.Minimum of a high school diploma; a bachelor’s degree in any discipline is an advantage.