We are hiring a proactive, empathetic, and customer-focused Customer Care Representative for a rapid-growing D2C consumer brand.
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
- 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 ma
📌 Customer Care Representative (Hyderabad)
🏢 UpTye
📍 Hyderabad
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