About the Role
We are hiring a proactive, empathetic, and customer-focused Customer Care Representative for a fast-growing D2C consumer brand.
The selected candidate will manage the complete pre-purchase, pre-delivery, and post-purchase customer journey. The role includes confirming Cash on Delivery orders, reducing Return to Origin cases, resolving customer concerns, managing returns and refunds, coordinating with logistics teams, and maintaining high customer satisfaction.
This is a high-ownership role for someone who is comfortable communicating with customers through phone calls, WhatsApp, email, social media, and customer support platforms.
Key Responsibilities
COD Order Confirmation
- Contact customers within 30–60 minutes of COD order placement to confirm purchase intent and verify delivery details.
- Identify suspicious, duplicate, fake, or unintended orders and take appropriate action.
- Update every confirmation attempt and order status in the CRM or Order Management System.
- Maintain accurate documentation of confirmed, cancelled, and pending orders.
RTO and Non-Delivery Management
- Review Non-Delivery Reports and Return to Origin shipments daily.
- Contact customers through calls and WhatsApp to reconfirm delivery intent.
- Correct customer addresses, contact details, or delivery instructions when required.
- Coordinate with courier partners and the logistics team to reschedule deliveries.
- Work toward improving delivery success and reducing the RTO rate.
Customer Support
- Handle customer queries through phone, WhatsApp, email, social media, and helpdesk platforms.
- Resolve concerns related to order tracking, delivery delays, products, payments, offers, and promotional eligibility.
- Aim to resolve standard customer queries during the first interaction.
- Escalate complex, sensitive, or reputation-related complaints to the appropriate team.
Returns, Replacements and Refunds
- Process return, exchange, replacement, and refund requests according to company policies.
- Coordinate with warehouse and logistics teams for reverse pickup and product verification.
- Track refund progress and keep customers informed throughout the process.
- Resolve issues proactively to reduce complaints and escalations.
Post-Delivery Follow-Up
- Contact customers within 24–48 hours after delivery to check their satisfaction.
- Address product or delivery concerns before they result in complaints or negative reviews.
- Encourage satisfied customers to leave ratings and product reviews.
- Record customer feedback and share relevant insights with the product and marketing teams.
Social Media and Chat Support
- Monitor and respond to customer messages and comments on Instagram, Facebook, and WhatsApp Business.
- Resolve order-related queries within the defined response time.
- Maintain professional and courteous communication across all customer-facing channels.
- Escalate sensitive or public complaints immediately.
Fraud and Dispute Handling
- Identify potentially fraudulent orders, including address mismatches, repeated returns, and unusual order patterns.
- Maintain records of high-risk or blacklisted customers.
- Support the finance team with chargeback documentation and dispute-related information.
- Ensure suspicious orders are properly flagged and documented.
Pre-Purchase Support
- Assist prospective customers with product selection, sizing, usage, compatibility, available combinations, and offers.
- Provide accurate product information to support customer purchase decisions.
- Coordinate with the catalogue or product team regarding missing or incorrect product information.
- Support customer conversion through timely and informative communication.
Reporting and Documentation
- Maintain daily trackers for COD confirmations, RTO follow-ups, escalations, refunds, and resolution turnaround time.
- Record all customer interactions accurately in the CRM.
- Prepare and share daily or weekly MIS reports with the reporting manager.
- Identify recurring customer issues and highlight process gaps to the relevant teams.
Key Performance Indicators
Performance may be measured against the following indicators:
- COD Confirmation Rate: Minimum 90%
- RTO Rate: Maximum 10%
- Customer Satisfaction Score: Minimum 4.5 out of 5
- First Contact Resolution Rate: Minimum 80%
- Average Response Time for Chat and Email: Maximum 30 minutes
- Review Collection Rate: As per the assigned monthly target
- Accuracy of CRM and tracker updates
- Complaint and escalation resolution rate
Candidate Requirements
- 0–2 years of experience in customer support, customer experience, tele-calling, or a related role.
- Experience with a D2C, e-commerce, retail, or quick-commerce company will be preferred.
- Must be based in Hyderabad or willing to relocate immediately.
- Fluency in Hindi, Telugu, and English, including spoken and written communication.
- Comfortable making regular outbound calls and handling customers across multiple communication channels.
- Familiarity with platforms such as Freshdesk, Gorgias, Shiprocket, Shopify, CRM systems, or similar tools will be an advantage.
- Strong organizational skills and the ability to manage multiple customer and order queues.
- Ability to communicate empathetically and de-escalate frustrated customers.
- Self-motivated, responsible, and comfortable working in a performance-driven environment.
- Good documentation, tracking, and reporting skills.
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
