Customer Care Executive

3 weeks ago

Ernakulam, India Farmherbs Full time

Customer Care Executive

Location:
Communication Office, Kaloor, Kochi

Employment Type: Full-time, On-site

Company Overview

Sreedhareeyam is the world's largest network of Ayurvedic ophthalmology care centers, with a flagship Eye Hospital and 28+ branches. Recognized with NABH accreditation and the AYUSH Ministry's Centre of Excellence award, we blend classical Ayurveda with modern clinical precision.

Farmherbs, our consumer products brand, is powered by the Ayurflora Synergy Institute, our R&D division pioneering 100% botanical versions of benchmark actives like Hyaluronic Acid, Bakuchiol, Ceramide, and Niacinamide. Every Farmherbs formula combines time-tested Ayurvedic bases with high-performance botanical actives and fresh flower nectar.

Role Summary

As a Customer Care Executive at Farmherbs, you will be the first line of support for customers and partners across multiple channels. You'll handle daily customer operations, manage internal and external escalations, and collaborate with cross-functional teams to ensure timely, empathetic, and accurate resolutions.

Key Responsibilities

Daily Operations:
Manage end-to-end customer care across phone, email, WhatsApp, social media inboxes/messages/comments, and the ticketing system.

Ticketing & SLAs:
Log, categorize, prioritize, and resolve tickets within turnaround targets; escalate as needed while maintaining clear updates.

Inbound Calls:
Handle product inquiries, order status, returns/refunds, usage guidance, and basic troubleshooting with empathy and clarity.

Social Care:
Monitor and respond to DMs, comments, and reviews; convert queries into tickets; de-escalate public complaints professionally.

Omnichannel Coordination:
Track conversations across channels to ensure continuity and first-contact resolution wherever possible.

Internal Collaboration:
Work closely with R&D, Inventory, Digital, Marketing, and Dispatch teams to resolve issues and close feedback loops.

External Liaison:
Coordinate with Courier/Logistics partners and the Hospital Division to resolve delivery/service cases and special requests.

Order & Logistics Support:
Verify address/phone details, coordinate re-attempts/returns, and follow up on delayed/lost shipments.

Documentation & Reporting:
Maintain accurate case notes, FAQs, and daily/weekly reports on volumes, SLAs, CSAT/NPS, and recurring issues; suggest process improvements.

Compliance & Brand Voice:
Follow data privacy, regulatory, and brand communication guidelines at all times.

Qualifications:

Education:
Bachelor's degree.

Language Proficiency:
English, Hindi, Tamil, and Malayalam (excellent written and verbal communication).

Core Skills:
Strong customer empathy, problem-solving, and conflict de-escalation; clear, concise writing; active listening.

Tools:
Hands-on experience with CRM/ticketing systems, email suites, WhatsApp Business API, and social media dashboards.

Analytics:
Ability to read dashboards, track SLAs, and compile actionable summaries from customer feedback.

Teamwork:
Proven ability to collaborate cross-functionally and manage multiple priorities in a fast-paced environment.

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