Customer Service Representative

Position: Customer Care Executive – E-commerce

Brand: PNB Kitchenmate

Location: Gurugram Udyog Vihar

Employment Type: Full-time

Experience: 1–3 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 across e-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