Customer Service Representative

Position: Customer Care Executive E-commerce

Brand: PNB Kitchenmate

Location: Gurugram Udyog Vihar

Employment Type: Full-time

Experience: 13 years (E-commerce customer support preferred)

Role Overview

The Customer Care Executive will be responsible for managing end-to-end customer interactions for PNB Kitchenmate acrosse-commerce marketplaces and the company's own website

Key Responsibilities

1. Order Confirmation & COD Management

outbound calls to COD customers

Verify customer details such as address, product, quantity, and delivery preferences

fake, duplicate, and RTO (Return to Origin) orders

Update order status and remarks accurately in CRM / order management system

2. Customer Query Handling (Pre & Post Sales)

incoming and outgoing calls, WhatsApp, email, and chat queries

Resolve product-related queries such as usage, specifications, pricing, and availability

Address order-related concerns including delivery status, delays, cancellations, and returns

polite, empathetic, and solution-oriented communication

3. Post-Sales Feedback & Customer Retention

post-delivery feedback calls

Collect feedback on product quality, packaging, and delivery experience

Identify dissatisfied customers and escalate issues for quick resolution

repeat purchase, cross-sell, and upsell opportunities

4. Coordination & Internal Communication

warehouse, logistics, and accounts teams

Share daily updates on confirmed orders, cancellations, and customer issues

Escalate unresolved issues to the supervisor or concerned department

5. Data Management & Reporting

Maintain accurate records of calls, confirmations, cancellations, and feedback

daily/weekly MIS reports

Ensure CRM data is updated in real time

Key Result Areas (KRAs)

COD Order Confirmation Rate

Reduction in RTO & Order Cancellations

Customer Satisfaction Score (CSAT)

First Call Resolution (FCR)

Turnaround Time for Query Resolution

Accuracy of Order & CRM Updates

Post-Sales Feedback Coverage (%)

Repeat Customer Engagement Support

Required Skills & Competencies

verbal communication skills

Strong customer handling and persuasion skills

e-commerce operations

Ability to handle high call volumes with professionalism

Familiarity with CRM tools, order dashboards, and WhatsApp Business

Problem-solving mindset with attention to detail

Preferred Qualifications

Graduate in any discipline

D2C or E-commerce customer support

COD calling and order confirmation

What We Offer

Growth opportunity in a fast-growing consumer brand

Performance-linked incentives

Supportive team environment

Learning exposure to D2C and marketplace operations