Customer Service Representative

4 days ago

Satellite Ahmedabad Gujarat, India S D Retail Limited Full time

**Responsibilities**

**1. Responsive Communication & Customer Query Management**
- Provide **order status updates, shipping confirmations, and tracking details**
- Resolve **basic inquiries related to products, delivery, and payment issues**

**2. Order Confirmation & RTO Reduction**
- **Call & confirm all COD orders** before dispatch to minimize RTO losses
- Identify fraudulent orders and flag them before shipment
- Track RTO trends and work with marketing/logistics to **reduce non-deliveries**

**3. Issue Resolution & Coordination with Internal Teams**
- Coordinate with **Operations & Logistics Teams** for refunds, replacements, or reshipments
- Work with **Tech Teams** to resolve website glitches affecting orders or payments
- Ensure that **customer concerns are resolved within SLA timelines**

**4. Escalation & Continuous Improvement**
- Identify **frequently occurring issues** and escalate them to senior management
- Work with **Tech, Operations, Product, and Design Teams** to implement long-term fixes
- Recommend **process improvements, FAQ enhancements, and chatbot automation**Skills**

1. Customer Support & Issue Resolution

2. Order Confirmation & RTO Reduction

3. Issue Tracking & Interdepartmental Coordination

4. Escalation & Process Improvement

**Qualifications**
- **Bachelor’s degree** in Business, Communications, or a related field
- **2 years of experience** in Customer Support within **E-Commerce, Retail, or D2C brands**
- Strong verbal & written communication skills in **English & Hindi** (additional languages preferred)
- Prior experience in **handling COD confirmations and reducing RTOs**
- Comfortable using **CRM & E-Commerce platforms** for support management

Industry: Retail Apparel and Fashion

**Job Types**: Full-time, Permanent

Pay: ₹18,000.00 - ₹24,000.00 per month

**Benefits**:

- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift
- Fixed shift

**Language**:

- English (required)
- Hindi (preferred)

Work Location: In person

Application Deadline: 15/05/2025

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