CUSTOMERCARE EXECUTIVE
Orchid Natures
Tiruppur, Tamil Nadu, India0–2 yrs7m agovia LinkedIn
Posted 13 Nov 2026, 20:13 IST
This job at a glance
- Who can apply
- Freshers and up to 2 years · Diploma
- Must know
- Social mediaExcelCustomer service
- Work
- On-site in Tiruppur
- Pay
- Not stated by the employer.
- Skill demand
- Customer service86%Excel11%Social media3%of 150 similar fresher jobs posted in India this week
- Listed
- 13 Nov 2026 · still open
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Customer Care Executive
Company: Orchid Natures
About the Role
You are the voice of Orchid Natures for customers. You confirm orders, solve problems, reduce returns, and bring customers back to reorder.
Key Responsibilities
- Confirm COD orders on WhatsApp or by call before shipping, and mark each one confirmed, unreachable or cancelled.
- Handle failed deliveries (NDR). Contact customers within 24 hours, reschedule delivery, and update the courier (Delhivery) portal.
- Answer customer queries on WhatsApp, calls, email and Instagram about orders, delivery, product use and offers. Reply within 1 hour in working hours.
- Resolve complaints and returns: wrong, damaged or missing items and refunds. Log each case and escalate anything above your limit.
- Track orders in Shopify and the courier portal, and update customers proactively on delays.
- Send reorder reminders and follow-ups to past customers, and ask happy customers for reviews and photos.
- Guide customers on products, such as which shampoo or oil to choose and how to use it. Never make medical claims or promise results.
- Record and report: keep a daily log of calls, confirmations, complaints and returns. Send a daily summary and a weekly COD return report.
- Share customer feedback about products, packaging and delivery with the team.
Requirements & Tech Stack
- 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.
Qualifications
- Graduate or diploma.
- 0–2 years of customer support or e-commerce experience.
Weekly Targets (KPIs)
- COD orders confirmed before shipping: 95%+
- COD return rate: Trending from 35% toward 25%
- First response time: Under 1 hour
- Failed deliveries contacted within 24 hours: 100%
- Complaints resolved within 48 hours: 90%+
- Reorder reminders sent: Daily 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
- ₹15,000 to ₹20,000
- Incentive on COD return reduction and reorder conversions
- Training
- Carrier growth also promotions