Customer Service Executive - E Commerce

Position: Customer Service Executive – Online FMCG Department
Location: Vikhroli, Mumbai
CTC: 3 -3.5 LPA
Department: E-commerce - FMCG
Company: Richfeel Naturals

About the Role:

Richfeel Naturals is seeking a proactive and customer-focused Customer Service Executive to join our fast-growing Online FMCG department. This role will be pivotal in managing direct-to-consumer (D2C) order experience and ensuring high customer satisfaction. The ideal candidate will be responsible for end-to-end customer service operations, including ORM, customer interaction, order processing, and logistics coordination.

Key Responsibilities:

Online Reputation Management (ORM): Monitor and respond to customer feedback, queries, and complaints across digital platforms (Instagram, Facebook, email, marketplaces, etc.).
Customer Support: Handle inbound and outbound calls related to customer complaints, product inquiries, and post-purchase support.
Feedback & Review Collection: Call customers post-delivery to gather feedback and encourage reviews on relevant platforms.
Order Confirmation: Call and confirm all Cash-on-Delivery (COD) orders before processing to ensure order authenticity and reduce returns.
Custom Orders: Coordinate with internal teams to create and process special/customized orders.
Logistics Tracking: Track all D2C shipments, resolve delivery issues, and proactively update customers on their order status.
NDR Management: Identify and resolve Non-Delivery Reports (NDRs) swiftly to ensure successful reattempts and reduce RTO (Return to Origin) rates.
Return Rate Monitoring: Take preventive and corrective actions to minimize returns and improve customer satisfaction.
Key Requirements:

1–3 years of experience in a customer service or e-commerce support role (FMCG/D2C experience preferred).
Strong communication skills – both verbal and written.
Proficiency in handling customer interactions over calls, email, and social media.
Basic knowledge of Excel and order management systems.
Problem-solving attitude with attention to detail.
Ability to multitask and manage time effectively.
Fluency in English and Hindi (additional regional languages will be a plus).
Company Name: Richfeel Naturals

Website: https://www.richfeelnaturals.com

Job Type: Full-time

Pay: Up to ₹35,000.00 per month

Schedule:

Day shift
Application Question(s):

What is your Current CTC?
What is your Expected CTC?
Experience:

Customer service: 1 year (Required)
Location:

Mumbai, Maharashtra (Required)
Work Location: In person