Customer Service Representative

Job Description (JD)

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. The key responsibility includescalling COD customers for order confirmation, resolving customer queries, coordinating with internal teams for orderfulfillment, and conductingpost-sales feedback and satisfaction checksto improve customer experience and reduce returns.

Key Responsibilities

1. Order Confirmation & COD Management

Makeoutbound calls to COD customersto confirm orders placed on marketplaces and own website

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

Reducefake, duplicate, and RTO (Return to Origin) ordersthrough effective calling

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

2. Customer Query Handling (Pre & Post Sales)

Handleincoming 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

Ensurepolite, empathetic, and solution-oriented communicationat all times

3. Post-Sales Feedback & Customer Retention

Conductpost-delivery feedback callsto understand customer satisfaction

Collect feedback on product quality, packaging, and delivery experience

Identify dissatisfied customers and escalate issues for quick resolution

Supportrepeat purchase, cross-sell, and upsell opportunities

4. Coordination & Internal Communication

Coordinate withwarehouse, logistics, and accounts teamsfor smooth order processing

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

Preparedaily/weekly MIS reportson COD confirmation rate, RTO reduction, and customer feedback

Ensure CRM data is updated in real time

Key Result Areas (KRAs)

COD Order Confirmation Rate(Target-based)

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

Excellentverbal communication skills(Hindi & English; regional language is a plus)

Strong customer handling and persuasion skills

Basic knowledge ofe-commerce operations(Amazon, Flipkart, Shopify, etc.)

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

Prior experience inD2C or E-commerce customer support

Experience inCOD calling and order confirmationis highly preferred

What We Offer

Growth opportunity in a fast-growing consumer brand

Performance-linked incentives

Supportive team environment

Learning exposure to D2C and marketplace operations