Customer Service Representative
Retailer & Distributor Support | Post-Onboarding | Voice + Chat
Role: Customer Service Representative (CSR) — Retailer & Distributor Support Type: Full-time Experience: 0–3 years. Freshers with strong communication welcome; prior customer-support / tele-calling / field-support experience is a plus Languages: Telugu + Hindi/Hinglish required; English for internal coordination Reports to: Sales Manager
About the Company
We power a buyer app on an ONDC-backed B2B commerce platform that lets kirana (neighbourhood) stores place orders to all the distributors in their area from a single app, instead of waiting for salesmen or travelling to wholesalers.
The platform is live with thousands of retailers and dozens of brands onboarded, and is expanding to additional cities. As we onboard thousands more shopkeepers and distributors, they need fast, patient, reliable support — and that's where you come in.
The Role, in One Line
You keep retailers and distributors happy after they join.
When a kirana owner or a distributor has a question or a problem — an order, a scheme, a delivery, an app issue — you're the person who picks up, understands it in their own language, solves it or gets it solved, and closes the loop quickly.
Who You'll Support
Kirana Retailers (Customers)
- How to place an order, minimum order value (MOV) and beat-day rules
- Order status, delivery timing and "order not delivered" issues
- Scheme, pricing and offer questions
- App help — login, catalogue, payments
- Complaints about wrong / short / damaged items
Distributors
- Accepting, processing and fulfilling retailer orders on the app
- Delivery and service-level follow-ups
- Scheme / margin / billing clarifications
- App and account issues
- Escalations that need coordination with internal teams
What You'll Do
- Handle inbound and outbound queries via calls, WhatsApp and chat — patiently and in the customer's own language.
- Provide post-onboarding support to shopkeepers and distributors after they're onboarded — helping them place their first orders, understand MOV and beat-day rules, and get comfortable with the app.
- Resolve order, delivery, scheme, pricing, billing and app issues — solving what you can directly and escalating the rest to the right internal team.
- Coordinate between retailer and distributor when an order isn't fulfilled on time — follow up with the distributor and internal teams so the retailer isn't left waiting (standard is to resolve retailer issues within 12 hours).
- Log every interaction accurately in the CRM / ticketing system — status, resolution and follow-ups — so nothing falls through the cracks.
- Escalate genuine or repeat issues to the operations, tech or distributor-management teams with clear notes so they're resolved fast.
- Proactively guide retailers and distributors about updates, schemes and best practices, turning support conversations into stickier, more active users.
- Share ground-level feedback (common complaints, recurring app problems, delivery gaps) back to the team so root causes get fixed, not just tickets.
Key Result Areas (KRAs)
- Resolve retailer and distributor issues within the agreed timeline (12-hour standard for retailer issues).
- Maintain high first-contact resolution and low repeat-complaint rates.
- Keep customer satisfaction (CSAT) high across both retailers and distributors.
- Ensure every interaction is logged accurately and followed up to closure.
- Drive post-onboarding activation — help newly onboarded stores actually start ordering.
Who We're Looking For
The most important thing is that you're a clear, patient communicator who can win the trust of a kirana owner or distributor who may not be very tech-savvy.
- Education: Any graduate (or final-year). Degree/college tier is not a barrier — communication and attitude matter most.
- Language: Fluent in Telugu and Hindi/Hinglish, able to explain things simply in everyday shopkeeper language — no jargon. English for internal coordination.
- Temperament: Patient, warm and calm under pressure — you can handle a frustrated shopkeeper without losing your cool.
- Tech comfort: Comfortable using a smartphone, apps, WhatsApp and basic computer/CRM tools; able to learn systems quickly.
- Ownership: You take ownership of a problem until it's actually solved — you don't just pass it on and forget.
- Organised: Clear note-taking, accurate logging and reliable follow-through.
Nice to Have (Not Required)
- Prior experience in customer support, call centre, tele-sales, or field support — ideally in FMCG, retail, fintech or B2B apps.
- Familiarity with kirana / general trade, distributors, or ONDC.
What You'll Get
- A front-row seat in a fast-growing, government-backed (ONDC) commerce platform scaling across India.
- Training on the product, processes and support tools.
- Direct impact — your work decides whether thousands of shopkeepers stay and grow with the platform.
Growth paths into team-lead, quality, operations or key-account roles for strong performers.
Pay: From ₹23,000.00 per month
Work Location: In person
