Customer Operations Executive
Customer Operations Executive
About the role
About the Role
As a Customer Operations Executive at Headphone Zone, you'll work behind the scenes to ensure that every post-purchase experience is seamless and delightful.
You'll support our Customer Happiness Officers by managing delivery issues, coordinating returns and warranties, and keeping our logistics and service processes running smoothly — so that every customer interaction reflects the care and quality we stand for.
What You'll Do
- Work closely with Customer Happiness Officers to track and resolve delivery issues — escalations, RTOs, and re-attempts
- Coordinate pickups for warranty and return cases — prepare shipping documents and maintain accurate records
- Update and share the Pending On Inspection (POI) list daily with the warehouse team to ensure timely processing
- Track and manage all returns and units for inspection received at our Mumbai location
- Liaise with Warehouse and Logistics partners to ensure smooth flow of post-sale operations
- Help maintain a seamless, transparent process for returns, warranties, and after-sale support — so customers enjoy a hassle-free experience
What We're Looking For
- 1–2 years of experience in customer service, operations, or logistics coordination
- Experience in customer interaction — ability to build relationships, understand needs, and provide clear direction
- Strong attention to detail, excellent organisational skills, and the ability to manage multiple tasks at once
- Basic knowledge of MS Word, MS Excel, and experience with CRM systems (a bonus)
- A mindset aligned with our values: doing things the right way; learning and improving; taking ownership and responsibility; serving with grace and respect
- Based in Mumbai — this is a full-time, in-office role at our HQ in Andheri West
- We are open to hiring freshers
Like you, we love music. Headphone Zone is India's home for audiophiles. Since 2011, we've been on one mission: help people who love music hear it the way it deserves to be heard. We chose to be the best, not the biggest. We don't carry everything. We carry what we believe in. If it's here, we've listened to it. If we didn't like it, it's not here. We say no to most brands so the ones we carry actually matter. Here's what we really sell: a moment. You put on a pair of headphones, play a song you've heard hundreds of times, and suddenly you hear something you never noticed before. A backing vocal buried in the mix. The breath before the chorus. A guitar riff that was always there but never heard. That moment of discovery, with your own music, is why we exist. A growing share of what we sell carries the Headphone Zone name on it. Co-branded products we've built or sourced because we saw a gap, heard a need, and decided to fill it ourselves. When our logo is on something, we've staked our reputation on it. We run Headphone Connect, one of India's largest audiophile gatherings, across multiple cities. Hundreds of music lovers come together to try gear, geek out, and share their passion. It started as a small BYOG (Bring Your Own Gear) meetup. It's grown into something special, but the heart of it hasn't changed: a room full of people who finally don't have to explain why they care this much. We're 100% family-owned, bootstrapped, and proudly Indian. No external funding. Just honest work, real passion, and a community that keeps growing. Not everyone cares about music the way audiophiles do. And that's ok. We're not for everyone. We're for people who choose music.
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