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 significant 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 warehouse or courier.

4. Coordination with warehouse and delivery partners





- Coordinate daily with the warehouse team on order processing, packing, stock availability and dispatch readiness.
- Coordinate with delivery and courier partners on pickups, in-transit delays, lost or damaged shipments and claims.
- Raise and follow up on courier escalations and claims for lost, damaged or wrongly delivered shipments.
- Share delivery and packaging feedback with the warehouse to reduce damage, wrong shipments and repeat complaints.
- Help evaluate delivery partner performance by pincode, zone and courier.

5. Reporting

- Orders received vs dispatched, pending dispatches, delayed shipments, NDR/RTO cases, open tickets and escalations.
- Dispatch and delivery TAT, ticket volume by category, resolution time, courier-wise performance, recurring issues and actions taken.
- KPI dashboard with trends, CSAT, refunds/returns/replacements, RTO %, cost impact, root causes and improvement recommendations.
- Keep order and ticket trackers accurate and up to date so reports can be traced to source data.
- Present insights to the Management and suggest process improvements based on the data.

Qualifications and skills

Must have

- Graduate in any discipline.
- 1–3 years in customer support, order management or operations, ideally in D2C, e-commerce, FMCG or food.
- Excellent spoken and written English and Hindi; Marathi is a plus.
- Strong working knowledge of Excel or Google Sheets (pivots, VLOOKUP, etc, basic charts) for reporting.
- Clear understanding of the order-to-delivery cycle: dispatch, tracking, RTO, returns and refunds.
- Ownership mindset, follow-through and comfort working under daily deadlines.
- Calm, empathetic and solution-focused with customers.

Good to have

- Experience with helpdesk or CRM tools (Thinkowl, Uniware or similar).
- Experience with Shopify or other e-commerce back-ends and shipping aggregators (Shiprocket, Delhivery, Blue Dart, etc.).

Send your CV with the subject line "Customer Support Executive – Eatopia" to [email protected] & [email protected]. Shortlisted candidates will be contacted for an interview.

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