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
