About the Role

We are hiring a proactive, empathetic, and customer-focused Customer Care Representative for a fast-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 marketing teams.

Social Media and Chat Support

- Monitor and respond to customer messages and comments on Instagram, Facebook, and WhatsApp Business.
- Resolve order-related queries within the defined response time.
- Maintain professional and courteous communication across all customer-facing channels.
- Escalate sensitive or public complaints immediately.

Fraud and Dispute Handling

- Identify potentially fraudulent orders, including address mismatches, repeated returns, and unusual order patterns.
- Maintain records of high-risk or blacklisted customers.
- Support the finance team with chargeback documentation and dispute-related information.
- Ensure suspicious orders are properly flagged and documented.

Pre-Purchase Support

- Assist prospective customers with product selection, sizing, usage, compatibility, available combinations, and offers.
- Provide accurate product information to support customer purchase decisions.
- Coordinate with the catalogue or product team regarding missing or incorrect product information.
- Support customer conversion through timely and informative communication.

Reporting and Documentation





- Maintain daily trackers for COD confirmations, RTO follow-ups, escalations, refunds, and resolution turnaround time.
- Record all customer interactions accurately in the CRM.
- Prepare and share daily or weekly MIS reports with the reporting manager.
- Identify recurring customer issues and highlight process gaps to the relevant teams.

Key Performance Indicators

Performance may be measured against the following indicators:

- COD Confirmation Rate: Minimum 90%
- RTO Rate: Maximum 10%
- Customer Satisfaction Score: Minimum 4.5 out of 5
- First Contact Resolution Rate: Minimum 80%
- Review Collection Rate: As per the assigned monthly target
- Accuracy of CRM and tracker updates
- Complaint and escalation resolution rate
- 0-2 years of experience in customer support, customer experience, tele-calling, or a related role.
- Experience with a D2C, e-commerce, retail, or quick-commerce company will be preferred.
- Must be based in Hyderabad or willing to relocate immediately.
- Fluency in Hindi, Telugu, and English, including spoken and written communication.
- Comfortable making regular outbound calls and handling customers across multiple communication channels.
- Familiarity with platforms such as Freshdesk, Gorgias, Shiprocket, Shopify, CRM systems, or similar tools will be an advantage.
- Strong organizational skills and the ability to manage multiple customer and order queues.
- Ability to communicate empathetically and de-escalate frustrated customers.
- Self-motivated, responsible, and comfortable working in a performance-driven workplace.
- Good documentation, tracking, and reporting skills.

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Customer Care Representative (Hyderabad)
🏢 UpTye
📍 Hyderabad