Customer Happiness Officer (Customer Service & After-Sales Specialist) Job in Mumbai at Headphone Zone

About the Job

About Headphone Zone:

We don’t run Headphone Zone like a company. We run it like a community of people who care deeply about helping others rediscover music. We’re proud to be a 100% independent, Indian-owned business, committed to bringing the world’s finest headphones and audio gear to discerning listeners across the country. We choose to be the best, not the biggest. We serve our customers with the same level of care, respect, and attention we’d want for ourselves- guided by a simple ethos: we’re ladies and gentlemen, serving ladies and gentlemen. And above all, while we are not a music company, music is at the core of everything we do.

About the role:

As a customer happiness officer, you are the voice of Headphone Zone to our customers. You’ll be there to guide them, support them, and solve problems- always with patience, grace, and a genuine desire to help. Whether it’s answering product questions, resolving after-sales issues, or handling warranty requests, you’ll take pride in turning every interaction into a positive experience. You’ll work closely with the operations and headphone gurus teams- ensuring that customers feel cared for long after their purchase.

Why this role matters:

Every day, you’ll turn moments of potential frustration into moments of delight. You’ll be the reason a customer chooses to come back to Headphone Zone- not just for the products, but for the people behind them. We’re not just shipping headphones. We’re building trust, loyalty, and a community that celebrates music. And that starts with how we take care of our customers.

Key Responsibilities:

1. Be the first point of contact for customer support queries- pre-sale and post-sale
2. Handle inquiries via email, phone, and chat
3. Manage after-sales processes- warranty requests, returns, replacements
4. Work closely with the operations team to ensure timely and accurate order fulfillment
5. Maintain clear, empathetic, and professional communication at all times
6. Keep detailed records of customer interactions using our support tools (Freshdesk, Slack, Google Workspace)
7. Continuously look for ways to improve our customer service experience
8. Occasionally assist in hosting customers at our Experience Studio in Mumbai

Cultural fit:

Headphone Zone is a place for people who want to do great work- the right way, not the easy way. We believe in showing up every day with curiosity, ownership, and a commitment to getting better. Titles and ladders don’t matter here; how you think, learn, and contribute do. You’ll fit right in if you care about craft, take responsibility for your own growth, and thrive in an environment that’s fast, unstructured, and a little chaotic (in the best way). Most of all, we’re here to help people rediscover music- and everything we do comes from that purpose.

Why join us?

At the headphone zone, you’ll be part of a small, passionate team that takes pride in doing things differently. we believe in craft, community, and curiosity- and we’re here to serve, not to sell. You’ll have the freedom to own your work, learn constantly, and contribute to a team that values quality over scale. if you believe in treating customers with grace and respect, care about helping people experience music more deeply, and thrive in a culture built on trust and hustle- you’ll love it here.

Number of Openings

4 openings

Skills

Customer Support, Effective Communication