About the Role

We are looking for a proactive and detail-oriented Customer Care Executive who can handle end-to-end customer communication and also manage basic website hygiene tasks. This role is ideal for someone who enjoys helping customers, ensuring a smooth shopping experience, and keeping key digital details updated.

Key responsibilities
1. Customer support
• Handle customer queries across phone, email, WhatsApp, website chat and social media DMs within defined response times.
• Resolve order issues: order status, delays, wrong or missing items, damaged products, cancellations, returns, refunds and replacements.
• Answer product questions (ingredients, shelf life, usage, storage) accurately, escalating to the product team when needed.
• Log every interaction in the CRM / helpdesk tool with clear notes, tags and status.
• Follow up proactively with customers on open complaints until closure.
• Handle escalations and negative reviews calmly, protecting the Eatopia brand voice.
• Collect customer feedback and flag recurring issues on product, packaging or delivery.

2.



Ownership of the role
• Own every order from placement to delivery and close every complaint end to end, without hand-offs left hanging.
• Act as the single point of contact between customers, warehouse, delivery partners, marketing and finance.
• Identify gaps in the support and fulfilment process and propose fixes, SOPs and FAQ updates.
• Maintain and update customer support SOPs, templates and canned responses.
• Work independently with minimal supervision, prioritising urgent and high-value cases.

3. Dispatch and delivery TAT
• Monitor daily order flow and make sure orders are dispatched within the committed dispatch TAT.
• Track shipments daily and act on delayed, stuck, NDR (non-delivery report) and RTO (return to origin) orders.
• Reach out to customers on failed delivery attempts and arrange re-attempts or address corrections.
• Flag TAT breaches early and drive recovery with the w

📌 Customer Support Executive (Mumbai)
🏢 Eatopia World
📍 Mumbai