Customer Experience Resolution Expert

Job Description

Verify customer details and confirm online orders via call / SMS / email.

Ensure COD orders are genuine to reduce return-to-origin (RTO) cases.

Address customer queries related to order status and delivery timelines.

Contact customers whose orders have failed delivery attempts.

Reach out to customers who have left items in their cart without completing the purchase.

Understand their concerns and assist in completing the transaction.

Contact customers for orders that were returned due to failed delivery.

Identify the reason for non-delivery and attempt to re-dispatch if applicable.

Work with the logistics team to reduce RTO cases and improve order fulfillment rates.