Customer Experience Executive

ABOUT GATACA LABS LLP

Gataca Labs LLP is a next-generation nutraceutical company founded by Aditya Ponugoti and co

founded by Samantha Ruth Prabhu. We develop and distribute premium, science-backed nutraceutical

products including Apigenin, Creatine, NMN, and Berberine — designed to support performance,

longevity, and everyday wellness. As we scale our D2C and B2B operations, delivering an exceptional

customer experience is at the heart of everything we do.

ROLE OVERVIEW

The Client Engagement Executive is the voice of Gataca Labs — the first and most important human

touchpoint for our customers. You will manage all inbound customer communications, resolve queries

with speed and empathy, coordinate with internal teams on order and delivery issues, and ensure every

customer interaction leaves a lasting positive impression. This role is ideal for someone who is a

natural communicator, thrives under pressure, and genuinely cares about customer happiness.

KEY RESPONSIBILITIES

#

Responsibility

01

Handle inbound customer calls and messages regarding product inquiries, providing clear

and accurate information about Apigenin, Creatine, NMN, Berberine, and other Gataca

Labs nutraceutical products.

02

Manage order status and tracking queries — keep customers informed at every stage of

their purchase journey.

03

Resolve delivery-related issues including delays, wrong deliveries, damaged shipments,

and returns in coordination with logistics partners.

04

Conduct COD (Cash on Delivery) confirmation calls promptly and professionally to reduce

RTO (Return to Origin) rates.

05

Resolve customer concerns efficiently and ensure high satisfaction levels at every

touchpoint.06

Coordinate with logistics and internal teams for delivery escalations and ensure timely

resolution.

07

Maintain accurate and up-to-date records of all customer interactions, complaints, and

issue resolutions in the CRM.

08

Follow up proactively with customers on pending queries, complaints, or unresolved tickets.

09

Ensure timely closure of all customer tickets and queries within defined SLA timelines.

KEY PERFORMANCE INDICATORS (KPIS)

Your success in this role will be measured against the following metrics:

CSAT

Customer Satisfaction Score

RTO %

Return-to-Origin Rate

FCR

First Call Resolution

SLA

Ticket Closure Time

QUALIFICATIONS & EXPERIENCE

Required

• Bachelor's degree in any discipline (Business, Communications, or related fields preferred).
• 1-3 years of experience in customer support, client servicing, or a similar front-facing role.
• Excellent verbal and written communication skills in English and one regional language (Telugu,

Hindi, or similar preferred).

• Comfortable handling a high volume of calls, chats, and emails in a fast-paced environment.
• Strong problem-solving ability and ownership mindset — follow through until resolution.
• Basic proficiency in MS Office / Google Workspace and CRM tools.

Preferred

• Prior experience in D2C brands, e-commerce, pharma, nutraceutical, or wellness companies.
• Familiarity with logistics partners, order management systems, or ticketing tools (Freshdesk, Zoho

Desk, etc.).

• Understanding of COD order workflows and RTO management.
• Interest in health, nutrition, and wellness.

KEY SKILLS & COMPETENCIES

Skill

Why It Matters

Verbal & Written

Communication

Clear, empathetic communication builds trust and resolves issues

faster.

Problem-Solving

Ability to think on your feet and offer solutions under pressure.CRM Proficiency

Accurate record-keeping ensures no query falls through the

cracks.

Patience & Empathy

Handling frustrated customers calmly is essential in D2C

nutraceuticals.

Product Knowledge

Knowing what Apigenin, NMN, Berberine, and Creatine do helps

build customer confidence.

Multitasking

Managing multiple channels (calls, chats, emails) simultaneously.

Attention to Detail

Ensuring correct order and delivery information reduces

escalations.

Team Coordination

Working with logistics and ops teams for swift resolutions.

WHAT WE OFFER

• Competitive salary commensurate with experience.
• Be an early, impactful team member at a fast-growing nutraceutical startup.
• Direct exposure to and mentorship from Founder Aditya Ponugoti and Co-Founder Samantha

Ruth Prabhu.

• Access to Gataca Labs' full product range — know what you're selling, firsthand.
• A high-ownership culture where your ideas and feedback genuinely shape the customer

experience.

• Clear career growth path into Senior CEE, Team Lead, or Customer Experience Manager roles.