Customer Support & Order Coordination Executive

**Job Role: Customer Support & Order Coordination Executive(Location: Aava Water Store – Rajpath Club)**

Position SummaryThe Customer Support & Order Coordination Executive will sit at the Aava Water store at Rajpath Club and handle all customer calls coming via the Aravalli Distributors MyOperator IVR Helpline. The role involves managing large call volumes, taking orders, handling billing & delivery-related issues, and dealing with customers who may be upset, frustrated, or facing repeat issues.

We require an experienced, mature, and calm candidate who has previously worked in high-pressure consumer-facing call environments.

Working Hours9:30 AM – 6:00 PM (6 days/week)

• Key Responsibilities1. MyOperator IVR Call Handling (Mandatory)Manage all inbound calls through the MyOperator IVR system.
• Handle high call volumes without dropping customer experience.
• Navigate IVR dashboards, call logs, missed call alerts, and callback queues.
• Maintain accurate tagging and call disposition.
• 2. Order Booking & CoordinationTake customer orders quickly and accurately.
• Verify SKU, quantity, delivery address, and billing details.
• Forward orders instantly to dispatch/logistics teams.
• Track order assignments in real time.
• 3. Handling Complaints, Escalations & Irritated CustomersResolve issues related to:
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• Billing mistakes
• Delivery delays or missed deliveries
• Wrong SKUs or damaged goods
• Subscription/payment issues
• Stay calm and composed with irritated, upset, or repetitive callers.
• Give clear, polite, solution-oriented responses.
• Escalate unresolved issues with proper documentation.
• 4. Backend Coordination with Aravalli DistributorsWork closely with the accounts, warehouse, and logistics teams.
• Follow up on pending orders or complaint resolutions.
• Ensure timely delivery and accurate communication.
• 5. Complaint Management & TrackingLog all complaints in CRM/WhatsApp/MyOperator.
• Track closure status and provide updates to the customer.
• Ensure no complaint remains unattended.
• 6. In-Store Responsibilities (Rajpath Club)Maintain a polite, professional presence at the store.
• Help walk-in customers with product info or service support.
• Uphold Aava’s premium service standards.
• 7. Daily ReportingPrepare EOD reports:
• 
  
• Calls taken
• Missed calls & call-backs
• Orders booked
• Complaints recorded & resolved
• Share daily summaries with management.

Required Experience & SkillsMust-Have Experience (Non-Negotiable)✔ 2–5 years in high-volume call environments (e.g., telecom, courier/logistics, e-commerce, consumer goods, utility services, delivery apps, call centers).

✔ Experience handling irritated, upset, or repeat-complaint customers.

✔ Experience in consumer-facing industries with frequent service issues or daily customer escalation scenarios.

✔ Strong MyOperator IVR / cloud telephony platform skills.

• Additional SkillsExcellent communication in English, Hindi, and Gujarati
• Strong patience, composure, and conflict-handling ability
• Good coordination skills (accounts + delivery + warehouse)
• Proficiency in WhatsApp, Excel, and simple CRMs
• Punctual, disciplined, and dependable