Customer Support & NDR Specialist (E-Commerce)

Location: In-Office (Gurgaon, Haryana) Type: Full-Time (Monday–Saturday; alternate Saturdays off) Experience: 6 months–3 years in customer support and/or e-commerce delivery ops (or fast learner) Salary: ₹15,000–₹20,000/month (based on experience) + Performance Incentives Why this role existsBe the voice of Flanq post-order—recover NDRs, cut avoidable RTOs, and resolve delivery queries on WhatsApp/email with speed and empathy. What you’ll do (daily)Own NDRs end-to-end: review NDR queue in Shiprocket, call/WhatsApp customers, confirm address/slot, and trigger re-attempts. Prevent RTOs: verify COD intent, fix addresses/landmarks, coordinate quick courier actions on “out for delivery.” Delivery support: “Where’s my order?”, reschedules, address changes, courier follow-ups—handle via WhatsApp/email. Escalate smartly: raise/track Shiprocket tickets for delays, fake attempts, repeat NDRs—close the loop. Document everything: clean notes in sheets/CRM; keep statuses accurate. Hit SLAs: response time, resolution time, NDR recovery goals. What success looks like (KPIs)NDR Recovery Rate ↑ RTO Rate ↓ (esp. COD) First Response/Resolution Time within SLA CSAT on resolved tickets You should haveShiprocket NDR workflow familiarity (or learn fast). Clear, empathetic comms in English + Hindi. Strong follow-ups, objection handling, ownership mindset. Habit of tidy documentation and status hygiene. BonusD2C/Shopify experience. WhatsApp Business + tools like Freshdesk/DelightChat. Built scripts/SOPs for NDR objections. Compensation & perks₹15,000–₹20,000/month fixed (experience-based). Incentives for NDR recovery, RTO reduction, SLA & CSAT wins. In-office role with alternate Saturdays off and growth in a fast-moving brand. How to applyEmail shubham@flanq.in with: Your resume or work summary Availability (from when you can join) A few lines on past NDR recoveries / delivery-support wins Applications are reviewed on a rolling basis.