Merchandise & Customer Support Associate in New Delhi | WWF-India

World Wide Fund for Nature - India

WWF-India is one of the country's largest and oldest conservation organisations. It works across India to protect wildlife and their habitats, keep rivers and forests healthy, and help people live in balance with nature. Its work reaches national parks, village communities, schools and city households, and it is supported by donors, members and volunteers across the country. WWF-India also runs a merchandise programme whose sales help fund conservation work and carry the conservation message into everyday homes. This role sits within WWF-India's marketing and communications (MARCOM) function, which manages the online store, customer relationships and campaign outreach.

Role

This role is the first point of contact for people who buy WWF-India merchandise. You will answer questions and resolve complaints across the website, email, social media, phone and WhatsApp, keep online orders moving smoothly from purchase to delivery, and support the merchandise and MARCOM teams with records, stock tracking and reporting. The work suits someone patient with people, organised with details, and comfortable following up until an issue is properly closed.

Responsibilities

• Respond promptly and warmly to customer queries, complaints and messages received through the website, email, social media, phone calls and WhatsApp.
• Resolve customer concerns relating to orders, deliveries, payments, product information, returns and exchanges.
• Manage website orders and backend order processing.
• Monitor stock availability and flag items running low.
• Update product listings, pricing, descriptions and availability on the online store.
• Maintain organised records of orders, vendors, invoices and customer interactions.
• Support the MARCOM team during campaigns, fundraising drives, exhibitions and events.
• Collect basic data and prepare reports on merchandise sales performance.
• Keep detailed logs of customer issues, complaints and resolutions, and track response times and closure status.
• Prepare periodic customer service and quality reports for the MARCOM Director.
• Identify problems that keep repeating and suggest improvements to the process.
• Support the Store Manager with vendor follow-ups, inventory coordination, dispatch tracking and packaging.
• Coordinate with delivery and logistics partners so dispatches go out on time and to the right address, and follow up on delayed shipments, failed deliveries and escalations.

Requirements

• Graduate degree in any discipline.
• Minimum 2 years of relevant experience in customer service.
• Experience managing logs and keeping accurate records of customer issues and resolutions.
• Comfort handling customer conversations across several channels, including email, phone, WhatsApp and social media.
• Ability to stay calm, polite and helpful when a customer is upset.
• Familiarity with online store or e-commerce order processing.
• Working knowledge of spreadsheets for tracking orders, stock and reporting.
• Clear written and spoken communication.
• Strong attention to detail and the discipline to follow up until an issue is closed.
• Ability to coordinate with vendors and delivery partners.
• Willingness to support the team during busy campaign, exhibition and event periods.
• Based in or able to work from New Delhi.

Benefits

• Work with one of India's most recognised conservation organisations, where every sale supports work on the ground.
• Exposure to e-commerce operations, marketing campaigns and fundraising drives within one role.
• Learn from a MARCOM team that runs national campaigns and events.
• A mission-driven workplace with colleagues who care about wildlife and the environment.
• Full time position with compensation in line with sector standards.

Apply

Interested candidates can apply through the link given below

Apply

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