Company Description

Oorla celebrates the rich culinary heritage of South India by offering handcrafted snacks, sweets, and artisanal products such as Tirunelveli Halwa, Srivilliputhur Palkova, Kerala savory items, forest honey, spice blends, pickles, and cow ghee. Sourced from their origins and made traditionally, these creations bring the authenticity of South Indian flavors to customers worldwide. Oorla specializes in gift boxes, festive hampers, corporate orders, and custom branding with delivery services across India and globally. Rooted in South India, Oorla is committed to bringing its rich food traditions to a global audience.

Role Description

This is a full-time, on-site role for a Customer Support Executive based in Coimbatore. An entry-level role focused on delivering excellent customer support, maintaining review quality, and assisting with day-to-day operations across customer-facing functions.

Customer Support

Handle incoming customer queries, complaints, and escalations via email, WhatsApp, and other channels
Process refund requests and flag exceptions to the team lead for approval
Respond to customer issues promptly and follow up to ensure resolution
Maintain accurate records of interactions and update support queues regularly

Reviews & Reputation

Respond to customer reviews, especially negative ones, within defined SLA (48 hours)
Send review request messages to recent buyers via email and WhatsApp
Track daily review counts and flag gaps to the manager
Escalate unresolved or sensitive complaints to senior team members

Retention & Recovery

Monitor abandoned cart reports and trigger recovery messages as per defined workflows
Follow up with customers who haven't completed their purchase
Record outcomes and share updates with the team

Reporting & Admin

Update daily trackers for revenue, reviews, and support tickets
Share end-of-day status updates with the team lead
Assist in preparing weekly and monthly summary reports

Business Support

Assist with corporate client follow-ups and communication as directed
Support the team with influencer coordination tasks (scheduling, document sharing, follow-up reminders)
Help onboard new brand partners by coordinating documents and checklists

Qualification

0–2 years of experience in customer support, e-commerce, or a related field
Good written communication skills in English (and regional languages are a plus)
Comfortable using tools like Google Sheets, WhatsApp Business, and email platforms
Detail-oriented, reliable, and able to follow processes consistently
Willingness to learn and take ownership of assigned tasks
Prior experience with Shopify, Trustpilot, or any CRM/helpdesk tool
Familiarity with review platforms or social media community management
Basic understanding of e-commerce order flow and returns process