Role Overview

We are looking for a proactive, customer-focused, and multilingual Support & Operations Executive to manage after-sales service, warranty coordination, customer queries, order follow-ups, and e-commerce operational support.

The role will work closely with customers, marketplace teams, service centres, warehouse teams, courier partners, and internal departments to ensure customer issues are resolved quickly and orders are successfully delivered.

The executive will also support revenue improvement by following up with abandoned-cart customers, converting COD orders to prepaid wherever possible, and reducing RTO through active NDR management.

The candidate must be proficient in Malayalam, English, and Hindi, with the ability to communicate confidently with customers across phone calls, WhatsApp, and email.

Key Responsibilities

1. Marketplace Service & Warranty Support

- Handle customer service and warranty requests received through marketplaces such as Amazon, Flipkart, and other e-commerce platforms.
- Understand customer complaints and identify whether the case requires troubleshooting, service, spare parts, replacement, or another resolution.
- Coordinate with authorized service centres, technicians, warehouse teams, and other internal teams to arrange service or replacement wherever applicable.
- Regularly follow up on open service and warranty cases until final resolution.
- Maintain proper records of complaints, service requests, replacements, and case status.
- Ensure customers receive timely updates regarding their requests.
- Escalate delayed or unresolved cases to the concerned teams when required.

2. Website Customer Support Handle customer queries received through:

- WhatsApp
- Email
- Phone calls

Assist customers with queries related to products, orders, payments, delivery, warranty, service, replacements, returns, and other after-sales requirements. Provide accurate product and order-related information and ensure every customer query is followed through until closure.

Lead Conversion & Upselling: Candidate should be confident in following up on generated leads, understanding customer requirements, upselling relevant products or solutions, and persuading potential customers to close enquiries, including corporate gifting, bulk orders, institutional requirements, and other B2B opportunities.

Communicate effectively with customers in Malayalam, English, and Hindi,



depending on the customer's preferred language.

3. Abandoned Cart Conversion

- Contact customers who have added products to their cart but have not completed their purchase.
- Understand the reason for cart abandonment and assist customers with product information, payment issues, delivery queries, offers, or other concerns.
- Encourage customers to complete their purchase in a professional and customer-friendly manner.
- Maintain daily records of calls made, customers contacted, and conversions achieved.
- Track the conversion rate from abandoned-cart follow-ups.

4. COD to Prepaid Conversion

- Contact customers who have placed Cash on Delivery (COD) orders.
- Verify order details and customer intent before dispatch wherever required.
- Encourage customers to convert COD orders to prepaid by explaining available payment options and applicable benefits or offers.
- Coordinate internally to ensure converted orders are updated correctly.
- Maintain reports on COD verification and prepaid conversions.

5. NDR Management & RTO Reduction

- Monitor NDR (Non-Delivery Report) orders on a daily basis.
- Contact customers immediately when delivery attempts fail.
- Confirm customer availability, address, landmark, phone number, delivery preference, or other information required for successful delivery.
- Coordinate with courier partners for reattempts and delivery instructions.
- Continuously follow up on high-value and significant shipments until successful delivery.
- Take proactive action to reduce RTO (Return to Origin).
- Identify recurring reasons for NDR and RTO and report them to management.

6. Courier Partner Coordination

- Monitor shipment issues including delayed orders, stuck shipments, lost shipments, damaged shipments, incorrect delivery updates, NDR cases, and RTO disputes.
- Raise support tickets with courier partners on a daily basis for unresolved shipment issues.
- Follow up with courier companies until each ticket is resolved.
- Maintain a tracker containing ticket number, AWB/order number, issue, date raised, latest status, and resolution.




- Escalate ageing or critical shipment issues when required.
- Coordinate with internal warehouse and logistics teams wherever necessary.

7. Reporting & Operational Tracking Maintain accurate daily and weekly reports covering:

- Customer queries received and resolved
- Open service and warranty cases
- Replacement requests
- Marketplace complaints
- Abandoned-cart calls and conversions
- COD verification calls
- COD-to-prepaid conversions
- NDR cases and successful re-deliveries
- RTO cases
- Courier tickets raised
- Pending courier escalations
- Case ageing and resolution time

Highlight recurring customer complaints, delivery problems, product issues, and operational bottlenecks to management.

Required Skills

- Mandatory proficiency in Malayalam, English, and Hindi.
- Strong verbal communication skills in all three languages.
- Good written communication skills in English; ability to handle customer communication in Malayalam and Hindi as required.
- Good customer-handling and problem-solving ability.
- Comfortable speaking with customers over the phone throughout the day.
- Ability to handle WhatsApp, email, and telephone support simultaneously.
- Strong follow-up and coordination skills.
- Basic understanding of e-commerce operations and order fulfilment.
- Ability to work with Amazon, Flipkart, courier portals, and internal order-management systems.
- Good knowledge of Excel / Google Sheets for maintaining trackers and reports.
- Ability to manage multiple open cases without missing follow-ups.
- Strong attention to detail and ownership of assigned tasks.
- Ability to work calmly with dissatisfied customers and resolve issues professionally.
- Good persuasion and sales-conversion skills for abandoned-cart and COD follow-ups.

Preferred Experience

- Previous experience in e-commerce customer support, marketplace operations, logistics or after-sales service is preferred.
- Experience handling Amazon or Flipkart customer/service cases will be an advantage.
- Experience dealing with courier partners and NDR/RTO management will be highly preferred.
- Experience in telecalling, sales follow-up, or abandoned-cart conversion will be an added advantage.
- Candidates with previous experience handling customers in Malayalam, English, and Hindi will be preferred.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits

- Provident Fund

Work Location: In person

📌 Support & Operations Executive (Manjeri)
🏢 KCM APPLIANCES PVT.LTD-IMPEX
📍 Manjeri