Job title: Customer Care Executive

Company: Orchid Natures (natural and herbal personal care)

Location: [Tirupur, mangalam], full time, 6 days a week

Reports to: Operations head or co founder

Role summary

You are the voice of Orchid Natures for customers. You confirm orders, solve problems, reduce returns, and bring customers back to reorder.

Key responsibilities

1. Confirm COD orders on WhatsApp or by call before shipping, and mark each one confirmed, unreachable or cancelled.
2. Handle failed deliveries (NDR). Contact customers within 24 hours, reschedule delivery, and update the courier (Delhivery) portal.
3. Answer customer queries on WhatsApp, calls, email and Instagram about orders, delivery, product use and offers. Reply within 1 hour in working hours.
4. Resolve complaints and returns: wrong, damaged or missing items and refunds. Log each case and escalate anything above your limit.
5. Track orders in Shopify and the courier portal, and update customers proactively on delays.
6. Send reorder reminders and follow-ups to past customers, and ask happy customers for reviews and photos.
7. Guide customers on products, such as which shampoo or oil to choose and how to use it. Never make medical claims or promise results.
8. Record and report: keep a daily log of calls, confirmations, complaints and returns.



Send a daily summary and a weekly COD return report.
9. Share customer feedback about products, packaging and delivery with the team.

Skills and qualifications

- Fluent in Tamil and English. Hindi or Malayalam is a plus.
- Clear, polite communication in writing and on calls.
- Comfortable with WhatsApp Business, Excel or Google Sheets, and Shopify basics (training provided).
- Patient, organized, and able to handle several chats at once.
- Graduate or diploma. 0–2 years of customer support or e-commerce experience.

Weekly targets (KPIs) MeasureTargetCOD orders confirmed before shipping95%+COD return rateTrending from 35% toward 25%First response timeUnder 1 hourFailed deliveries contacted within 24 hours100%Complaints resolved within 48 hours90%+Reorder reminders sentDaily list completed

Authority

- Offer replacements or refunds up to a limit set by management.
- Escalate bigger cases to your manager the same day.

Growth path: Senior Customer Care Executive, then Customer Experience Lead. What we offer: [15000 to 20000], incentive on COD return reduction and reorder conversions, training, and carrier growth also promotions point of contact

ASHOK KUMAR

PH: (phone hidden)

📌 CUSTOMERCARE EXECUTIVE (Tiruppur)
🏢 ORCHID NATURES
📍 Tiruppur