Customer Service Executive - E Commerce

Position: Customer Service Executive – Online FMCG Department Location: Vikhroli, Mumbai CTC: 3 -3.5 LPA Department: E-commerce - FMCG Company: Richfeel Naturals About the Role: Richfeel Naturals is seeking a proactive and customer-focused Customer Service Executive to join our fast-growing Online FMCG department. This role will be pivotal in managing direct-to-consumer (D2C) order experience and ensuring high customer satisfaction. The ideal candidate will be responsible for end-to-end customer service operations, including ORM, customer interaction, order processing, and logistics coordination. Key Responsibilities: Online Reputation Management (ORM): Monitor and respond to customer feedback, queries, and complaints across digital platforms (Instagram, Facebook, email, marketplaces, etc.). Customer Support: Handle inbound and outbound calls related to customer complaints, product inquiries, and post-purchase support. Feedback & Review Collection: Call customers post-delivery to gather feedback and encourage reviews on relevant platforms. Order Confirmation: Call and confirm all Cash-on-Delivery (COD) orders before processing to ensure order authenticity and reduce returns. Custom Orders: Coordinate with internal teams to create and process special/customized orders. Logistics Tracking: Track all D2C shipments, resolve delivery issues, and proactively update customers on their order status. NDR Management: Identify and resolve Non-Delivery Reports (NDRs) swiftly to ensure successful reattempts and reduce RTO (Return to Origin) rates. Return Rate Monitoring: Take preventive and corrective actions to minimize returns and improve customer satisfaction. Key Requirements: 1–3 years of experience in a customer service or e-commerce support role (FMCG/D2C experience preferred). Strong communication skills – both verbal and written. Proficiency in handling customer interactions over calls, email, and social media. Basic knowledge of Excel and order management systems. Problem-solving attitude with attention to detail. Ability to multitask and manage time effectively. Fluency in English and Hindi (additional regional languages will be a plus). Company Name: Richfeel Naturals Website: https://www.richfeelnaturals.com Job Type: Full-time Pay: Up to ₹35,000.00 per month Schedule: Day shift Application Question(s): What is your Current CTC? What is your Expected CTC? Experience: Customer service: 1 year (Required) Location: Mumbai, Maharashtra (Required) Work Location: In person