Company Overview Sreedhareeyam is the world’s largest network of Ayurvedic ophthalmology care centers, with a flagship Eye Hospital and 28+ branches. Recognized with NABH accreditation and the AYUSH Ministry’s Centre of Excellence award, we blend classical Ayurveda with modern clinical precision. Sreedhareeyam Farmherbs India Private Limited, the group’s product manufacturing division is persistent on innovative product development, quality control, and standardization of traditional preparations. All products are developed through years of continuous research and clinical trials. This includes adhering to the processes of ancient Ayurvedic texts and also subjecting the formulations to modern pharmacological, toxicological, and safety tests to create new medicines and treatment methods. The facility has all the modern medicine manufacturing facilities, including the most modern sterile eyedrop manufacturing unit, fully fledged quality control department and an array of advanced manufacturing equipment. At Sreedhareeyam, the latest that the technology has to offer works in complete harmony with the time-tested practice of Ayurveda. Today, Sreedhareeyam offers a complete spectrum of 400+ ayurvedic products. This includes over the counter products, classical ayurvedic medicines, and also patented prescription medicines which are being distributed all over India and also exported to different countries all over the world. After assessing and reviewing the safety hazards, ISO 22000 : 2005 FSMS certification was awarded to the Unit in 2011 by the International Certifying Agency- BUREAU VERITAS. The unit was GMP (Good Manufacturing Practices) certified by the Licensing Authority, Directorate of Indian Systems of Medicine in 2009 and follows aseptic manufacturing processes and stringent quality control measures. Farmherbs, our consumer products D2C brand, is powered by the Ayurflora Synergy Institute, our R&D division pioneering 100% botanical versions of benchmark actives like Hyaluronic Acid, Bakuchiol, Ceramide, and Niacinamide. Every Farmherbs formula combines time-tested Ayurvedic bases with high-performance botanical actives and fresh flower nectar. Role Summary As a Customer Care Executive at Sreedhareeyam Farmherbs, you will be the first line of support for customers and partners across multiple channels. You’ll handle daily customer operations, manage internal and external escalations, and collaborate with cross-functional teams to ensure timely, empathetic, and accurate resolutions. Key Responsibilities Daily Operations: Manage end-to-end customer care across phone, email, WhatsApp, social media inboxes/messages/comments, and the ticketing system. Ticketing & SLAs: Log, categorize, prioritize, and resolve tickets within turnaround targets; escalate as needed while maintaining clear updates. Inbound Calls: Handle product inquiries, order status, returns/refunds, usage guidance, and basic troubleshooting with empathy and clarity. Social Care: Monitor and respond to DMs, comments, and reviews; convert queries into tickets; de-escalate public complaints professionally. Omnichannel Coordination: Track conversations across channels to ensure continuity and first-contact resolution wherever possible. Internal Collaboration: Work closely with R&D, Inventory, Digital, Marketing, and Dispatch teams to resolve issues and close feedback loops. External Liaison: Coordinate with Courier/Logistics partners and the Hospital Division to resolve delivery/service cases and special requests. Order & Logistics Support: Verify address/phone details, coordinate re-attempts/returns, and follow up on delayed/lost shipments. Documentation & Reporting: Maintain accurate case notes, FAQs, and daily/weekly reports on volumes, SLAs, CSAT/NPS, and recurring issues; suggest process improvements. Compliance & Brand Voice: Follow data privacy, regulatory, and brand communication guidelines at all times. Qualifications: Education: Bachelor’s degree. Language Proficiency: English, Hindi, Tamil, and Malayalam (excellent written and verbal communication). Core Skills: Strong customer empathy, problem-solving, and conflict de-escalation; clear, concise writing; active listening. Tools: Hands-on experience with CRM/ticketing systems, email suites, WhatsApp Business, and social media dashboards. Analytics: Ability to read dashboards, track SLAs, and compile actionable summaries from customer feedback. Teamwork: Proven ability to collaborate cross-functionally and manage multiple priorities in a fast-paced environment. Location: Communication Office, Kaloor, Kochi Employment Type: Permanent, Full-time, On-site Shift: 08:00 AM - 04:30 PM or 11:30 AM - 08:00 PM Benefits: Paid Leaves, Earned Leave Encashment, Lunch, Tea/Coffee, Snacks, Compensatory Leaves, Free Products, Festive Bonus... Job Types: Full-time, Permanent Pay: ₹18,000.00 - ₹25,000.00 per month Benefits: Food provided Health insurance Leave encashment Paid sick time Provident Fund Work Location: In person
Company Overview Sreedhareeyam is the world’s largest network of Ayurvedic ophthalmology care centers, with a flagship Eye Hospital and 28+ branches. Recognized with NABH accreditation and the AYUSH Ministry’s Centre of Excellence award, we blend classical Ayurveda with modern clinical precision. Sreedhareeyam Farmherbs India Private Limited, the group’s product manufacturing division is persistent on innovative product development, quality control, and standardization of traditional preparations. All products are developed through years of continuous research and clinical trials. This includes adhering to the processes of ancient Ayurvedic texts and also subjecting the formulations to modern pharmacological, toxicological, and safety tests to create new medicines and treatment methods. The facility has all the modern medicine manufacturing facilities, including the most modern sterile eyedrop manufacturing unit, fully fledged quality control department and an array of advanced manufacturing equipment. At Sreedhareeyam, the latest that the technology has to offer works in complete harmony with the time-tested practice of Ayurveda. Today, Sreedhareeyam offers a complete spectrum of 400+ ayurvedic products. This includes over the counter products, classical ayurvedic medicines, and also patented prescription medicines which are being distributed all over India and also exported to different countries all over the world. After assessing and reviewing the safety hazards, ISO 22000 : 2005 FSMS certification was awarded to the Unit in 2011 by the International Certifying Agency- BUREAU VERITAS. The unit was GMP (Good Manufacturing Practices) certified by the Licensing Authority, Directorate of Indian Systems of Medicine in 2009 and follows aseptic manufacturing processes and stringent quality control measures. Farmherbs, our consumer products D2C brand, is powered by the Ayurflora Synergy Institute, our R&D division pioneering 100% botanical versions of benchmark actives like Hyaluronic Acid, Bakuchiol, Ceramide, and Niacinamide. Every Farmherbs formula combines time-tested Ayurvedic bases with high-performance botanical actives and fresh flower nectar. Role Summary As a Customer Care Executive at Sreedhareeyam Farmherbs, you will be the first line of support for customers and partners across multiple channels. You’ll handle daily customer operations, manage internal and external escalations, and collaborate with cross-functional teams to ensure timely, empathetic, and accurate resolutions. Key Responsibilities Daily Operations: Manage end-to-end customer care across phone, email, WhatsApp, social media inboxes/messages/comments, and the ticketing system. Ticketing & SLAs: Log, categorize, prioritize, and resolve tickets within turnaround targets; escalate as needed while maintaining clear updates. Inbound Calls: Handle product inquiries, order status, returns/refunds, usage guidance, and basic troubleshooting with empathy and clarity. Social Care: Monitor and respond to DMs, comments, and reviews; convert queries into tickets; de-escalate public complaints professionally. Omnichannel Coordination: Track conversations across channels to ensure continuity and first-contact resolution wherever possible. Internal Collaboration: Work closely with R&D, Inventory, Digital, Marketing, and Dispatch teams to resolve issues and close feedback loops. External Liaison: Coordinate with Courier/Logistics partners and the Hospital Division to resolve delivery/service cases and special requests. Order & Logistics Support: Verify address/phone details, coordinate re-attempts/returns, and follow up on delayed/lost shipments. Documentation & Reporting: Maintain accurate case notes, FAQs, and daily/weekly reports on volumes, SLAs, CSAT/NPS, and recurring issues; suggest process improvements. Compliance & Brand Voice: Follow data privacy, regulatory, and brand communication guidelines at all times. Qualifications: Education: Bachelor’s degree. Language Proficiency: English, Hindi, Tamil, and Malayalam (excellent written and verbal communication). Core Skills: Strong customer empathy, problem-solving, and conflict de-escalation; clear, concise writing; active listening. Tools: Hands-on experience with CRM/ticketing systems, email suites, WhatsApp Business, and social media dashboards. Analytics: Ability to read dashboards, track SLAs, and compile actionable summaries from customer feedback. Teamwork: Proven ability to collaborate cross-functionally and manage multiple priorities in a fast-paced environment. Location: Communication Office, Kaloor, Kochi Employment Type: Permanent, Full-time, On-site Shift: 08:00 AM - 04:30 PM or 11:30 AM - 08:00 PM Benefits: Paid Leaves, Earned Leave Encashment, Lunch, Tea/Coffee, Snacks, Compensatory Leaves, Free Products, Festive Bonus... Job Types: Full-time, Permanent Pay: ₹18,000.00 - ₹25,000.00 per month Benefits: Food provided Health insurance Leave encashment Paid sick time Provident Fund Work Location: In person