Customer Care Representative – Fabpad
Location: Hyderabad
Employment Type: Full-Time
About Fabpad
Fabpad is a fast-growing sustainable personal hygiene brand offering reusable and eco-friendly solutions for periods, bladder leaks, postpartum recovery, and everyday comfort. We are committed to providing innovative products and exceptional customer experiences.
Position Overview
We are looking for a Customer Care Representative to join our Hyderabad team. The ideal candidate will be responsible for handling customer queries, verifying COD orders, managing returns and exchanges, coordinating with logistics partners, and ensuring a seamless customer experience across all communication channels.
Key Responsibilities
Customer Support
- Handle customer inquiries via phone, WhatsApp, email, social media, and chat.
- Assist customers with product selection, sizing, order status, usage instructions, and care guidelines.
- Resolve customer concerns professionally and efficiently.
COD Verification
- Verify Cash on Delivery (COD) orders through outbound calls.
- Send COD verification messages via SMS and email.
- Confirm customer details, delivery address, and purchase intent.
- Identify and prevent fake, duplicate, or fraudulent orders.
Returns, Exchanges & Replacements
- Process customer requests for returns, exchanges, and replacements.
- Coordinate reverse pickups and replacement shipments.
- Ensure timely resolution of customer issues according to company policies.
- Maintain accurate records of all return and exchange cases.
Order & Logistics Management
- Track orders and shipments.
- Coordinate with courier and logistics partners to resolve delivery issues.
- Update customers regarding shipment status and expected timelines.
Customer Retention
- Deliver outstanding customer service to build trust and loyalty.
- Follow up with customers to ensure complete satisfaction.
- Collect customer feedback and report recurring issues.
CRM & Reporting
- Maintain customer records in CRM systems.
- Document all customer interactions and resolutions.
- Generate daily and weekly customer service reports.
Qualifications
- Graduate in any discipline.
- 1–3 years of experience in customer service, customer support, telecalling, or e-commerce operations.
- Excellent communication skills in English, Hindi, and Telugu.
- Strong customer handling and problem-solving skills.
- Basic knowledge of Excel, Google Sheets, and CRM software.
Preferred Experience
- Experience with Shopify, WhatsApp Business, BusinessonBot or similar platforms.
- Experience in D2C, e-commerce, or retail customer support.
Key Skills
- Customer Service
- COD Verification
- Returns & Exchanges Management
- Communication Skills
- Problem Solving
- Attention to Detail
- Time Management
- CRM Management
Salary
₹15,000 – ₹18,000 per month (Based on experience)
Working Hours
6 Days a Week | Full-Time | 9:45 am to 6:30 PM
Pay: ₹16,000.00 - ₹18,000.00 per month
Work Location: In person
