Customer Care Executive

Charaavi Studio is looking for a Customer Calling & Order Coordination Executive to handle customer calls and coordinate daily orders to ensure maximum successful deliveries and reduce RTO.

The candidate will be responsible for speaking with customers at different stages of the order journey, especially order confirmation, Out for Delivery (OFD), failed delivery/NDR and re-attempt cases.

Key Responsibilities

• Call customers for order confirmation, especially COD orders.
• Confirm customer availability, address and contact details before dispatch/delivery.
• Call customers when their order is Out for Delivery (OFD) and remind them to be available to receive the shipment.
• Contact customers for failed delivery / NDR cases and understand the reason for non-delivery.
• Coordinate with customers for delivery re-attempts.
• Raise tickets with the logistics/courier partner for delivery-related issues.
• Follow up on pending tickets and ensure timely resolution.
• Track orders that are delayed, undelivered, NDR or at risk of becoming RTO.
• Coordinate with the logistics team to prevent unnecessary RTOs.
• Update customer/order status accurately in the system or Google Sheets.
• Escalate serious customer or delivery issues to the senior/operations team.
• Maintain daily calling and follow-up reports.
• Work towards improving successful delivery percentage and reducing RTO.

Requirements

• Good Hindi and English communication skills.
• Confident and polite while speaking with customers.
• Good convincing and follow-up skills.
• Basic knowledge of Excel/Google Sheets.
• Comfortable making a high volume of customer calls every day.
• Experience in e-commerce, customer support, telecalling, logistics or D2C brands will be preferred.
• Fresher candidates with good communication skills can also apply.

Who We Are Looking For

We need someone who is responsible, proactive and comfortable taking ownership of customer calls and delivery follow-ups.

The goal is simple: Confirm the order → coordinate delivery → solve NDR issues → prevent unnecessary RTO → ensure successful delivery.

Pay: ₹18,000.00 - ₹22,000.00 per month

Work Location: In person