Customer Service Representative

Email Support Respond to all customer support emails within a 6-hour window. Handle queries related to delivery, refunds, exchanges, product information, etc. Ensure clear and helpful replies that reflect Avimee Herbal’s tone and values. 2. Instagram Comments & DMs Monitor and respond to Instagram DMs & comments – especially negative or urgent ones. Hide/remove inappropriate or abusive comments after proper internal tagging. Use brand tone: caring, calm, and respectful – like 'Nanaji' would respond. 3. Website Reviews Actively monitor and reply to customer reviews left on the official website. Acknowledge feedback, thank customers, and resolve issues if mentioned. Flag serious concerns to the HOD for urgent action. YouTube Comments Track and reply to comments under Avimee Herbal’s YouTube videos. Thank users for positive feedback, and politely address any complaints. Escalate sensitive or PR-risk comments. 5. Complaint Escalation & Tracking Maintain an escalation tracker for issues that couldn't be resolved during the shift. Tag each case with relevant labels (Product issue, Delivery delay, Refund, etc.). Share a handover report at end-of-shift for the day team. 6. Daily End-of-Shift Report Report must include: Total emails, DMs, comments handled Any unresolved/pending cases Escalations with reasoning Any spam/abuse/technical issues encountered Support with Order Monitoring (Passive) Track any NDR-related messages on email/Instagram and flag them for RTO/NDR team. Ensure no customer delivery complaint is missed overnight. 8. CRM & Ticketing System Updates Update internal CRM or spreadsheets with conversation tags and outcomes. Mark resolved or escalated queries properly to maintain clarity for the day team.