Richfeel Naturals
Website:
richfeelnaturals.com
Job details:
Company Description Richfeel is a beauty care brand crafted by India’s leading skin and hair experts, combining nature-inspired formulations. The company focuses on delivering effective, high-quality products that are 100% vegetarian and cruelty-free, appealing to conscious consumers. Proudly made in India, Richfeel emphasises ethical practices and local manufacturing. Team members join a brand that values expertise, innovation, and responsible beauty care.
Job Summary
We are looking for a proactive and customer-focused Customer Care Executive to manage customer communication across multiple channels and support order fulfillment processes. The ideal candidate should have strong communication skills, attention to detail, and the ability to handle customer interactions professionally while improving customer experience and order conversion.
Key Responsibilities
· COD Confirmation Calls (Pre-Dispatch): Contact customers to confirm Cash on Delivery (COD) orders before dispatch, verify details, reduce fake orders, and update status.
· NDR (Non-Delivery Report) Calling: Contact customers for failed deliveries, resolve issues, and coordinate reattempts.
· Logistics Delay Management (TAT > 6 Days): Monitor delayed shipments, inform customers, and coordinate internally.
· RTO Delivered Data Re-engagement: Reach out to returned order customers and attempt re-conversion.
· Abandoned Cart Calling: Contact customers who did not complete purchases and assist conversion.
· WhatsApp Support: Handle queries, provide assistance, and maintain response timelines.
· Phone Call Support: Handle inbound calls, resolve complaints, and escalate if needed.
· Email Support: Respond to emails professionally and maintain communication records.
Required Skills
· Excellent communication in English, Hindi, and Marathi (preferred)
· Strong customer handling skills
· Basic computer knowledge (Excel, CRM, Email)
· Ability to multitask
· Problem-solving skills
· Professional and patient attitude
Preferred Experience
· 1–3 years in customer support
· Experience in eCommerce or D2C preferred
· Familiarity with courier/order management
Performance Metrics
· COD confirmation success rate
· NDR resolution rate
· Customer satisfaction score
· Response time
· Abandoned cart conversion
· RTO reduction
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