Telesales Executive

Customer Support & Order Operations Executive

## About 99ratana

*99ratana* is a fast growing Direct-to-Consumer (D2C) fashion jewellery brand committed to offering high quality imitation jewellery inspired by India's rich heritage and craftsmanship. Our collections include traditional, contemporary, and ethnic jewellery designed to bring elegance within everyone's reach. We sell through our own website, leading online marketplaces, and social commerce platforms, serving customers across India with a strong focus on quality, affordability, and exceptional customer experience.

At 99ratana, we believe that every customer interaction matters. We are looking for a proactive, detail-oriented, and customer-focused professional who can ensure seamless order processing, efficient logistics coordination, and excellent customer support.

## Position

*Customer Support & Order Operations Executive*

## Job Summary

The Customer Support & Order Operations Executive will be responsible for managing the complete post-order customer journey, from order verification to successful delivery. The role involves order processing, customer communication, courier coordination, CRM updates, issue resolution, and shipment tracking to ensure high customer satisfaction and operational excellence. The ideal candidate should possess excellent communication skills, strong attention to detail, and the ability to work efficiently in a fast-paced e-commerce environment.

## Key Responsibilities

### 1. Order Processing & Dispatch Coordination

* Review customer order history before processing orders.

* Verify customer addresses for accuracy and contact customers whenever address details appear incomplete or doubtful.

* Select the most suitable and cost-effective courier partner based on delivery location and serviceability.

* Generate and print product-wise shipping labels.

* Maintain an accurate Dispatch Register.

* Update dispatch details in the designated WhatsApp operations group.

### 2. Order Confirmation

* Identify orders requiring manual verification.

* Contact customers through phone calls to confirm order authenticity.

* Record and update call outcomes in the CRM portal.

* Coordinate dispatch after successful confirmation.

* Print shipping labels and maintain dispatch records.

### 3. Pending & Older Order Follow-up

* Contact customers through calls, WhatsApp calls, or WhatsApp messages for pending order confirmations.

* Collect alternate contact numbers whenever required to facilitate successful delivery.

* Update customer responses and call status in the CRM.

* Coordinate dispatch after confirmation.

### 4. Non-Delivery Report (NDR) Management

* Monitor new NDR cases on a regular basis.

* Contact customers to identify reasons for delivery failures.

* Arrange delivery rescheduling as per customer availability.

* Raise NDR escalation tickets when courier partners fail to attempt delivery.

* Raise appropriate support tickets for all other delivery-related issues.

* Follow up until each NDR case reaches closure.

### 5. Ticket Monitoring & Escalation

* Continuously monitor all open and closed support tickets.

* Ensure every ticket is resolved appropriately and within the expected timeline.

* Escalate improperly closed or unresolved tickets through the internal WhatsApp operations group.

### 6. Customer Recovery

* Contact customers who abandoned their purchase after clicking the "Buy Now" option.

* Understand customer concerns.

* Resolve objections and assist customers in completing their purchase.

### 7. Customer Support

* Respond promptly and professionally to customer queries received through WhatsApp, social media platforms, and other communication channels.

* Provide accurate product, order, delivery, and return-related information.

* Maintain a positive and customer-first approach in every interaction.

### 8. Shipment Tracking

* Monitor shipments that remain in transit for more than seven days.

* Raise "Not Moving Forward" tickets with courier partners.

* Follow up until shipment movement resumes or the issue is resolved.

### 9. Inventory Coordination

* Update the daily stock sheet accurately.

* Coordinate with the operations team to maintain inventory accuracy.

### 10. Lost Shipment Management

* Identify shipments declared lost by courier partners.

* Raise appropriate lost shipment tickets.

* Follow up with logistics partners until resolution.

## Required Skills

* Excellent verbal and written communication skills in Hindi and basic English.

* Strong customer handling and problem-solving abilities.

* Good interpersonal and negotiation skills.

* High attention to detail and accuracy.

* Ability to multitask and prioritize work efficiently.

* Basic computer proficiency including MS Excel, Google Sheets, CRM software, and WhatsApp Business.

* Ability to work independently as well as in a team environment.

* Positive attitude and customer-centric mindset.

## Preferred Qualifications

* Graduate in any discipline (preferred).

* 1 to 3 years of experience in Customer Support, E-commerce Operations, Logistics Coordination, or Order Management.

* Freshers with excellent communication skills and willingness to learn may also apply.

## Key Performance Indicators (KPIs)

* Order confirmation success rate.

* Dispatch accuracy.

* Customer response time.

* NDR resolution turnaround time.

* Ticket closure efficiency.

* Order delivery success rate.

* Customer satisfaction.

* CRM update accuracy.

* Inventory record accuracy.

## Why Join 99ratana?

* Opportunity to work with a rapidly growing D2C jewellery brand.

* Dynamic and supportive work environment.

* Hands-on exposure to e-commerce operations and customer experience.

* Learning and career growth opportunities.

* Performance-based incentives and recognition for outstanding contributions.