Customer Support Specialist

Location: New Delhi

Type : On Site

Company : Rioware - A fast-growing Home & Kitchen brand elevating spaces with aesthetic, thoughtfully designed products.

About Rioware:

Rioware is a fast growing Home and Kitchen brand focused on elevating modern living through aesthetically pleasing and functional products. We are driven by innovation, customer-centricity, and a passion for creating beautiful spaces. As we continue to scale, we are looking for energetic and growth-driven individuals to join our team.

Role Overview:

Were looking for a detail-oriented, ownership-driven executive to manage end-to-end order success, customer experience, and delivery recovery. This role is critical to ensuring orders get delivered, costs are controlled and customers stay happy.

Role & Responsibilities:

• Confirm and process daily orders
• Ensure timely courier pickups; raise and follow up on cases if delays occur
• Handle weight discrepancies, excess charges, appeals, and reimbursements with courier partners
• Act on every NDR and ensure maximum delivery success
• Handle RTO cases and raise escalations to recover charges using call recordings and proofs
• Maintain weekly reports on: RTO charges, Discrepancy charges, Courier panel charges, Invoice reconciliation
• Reach out to abandoned cart customers, understand drop-off reasons, and assist with checkout
• Use GoKwik checkout links and WhatsApp to recover orders
• Manage daily customer complaints, refunds (post approval), and WhatsApp & phone support
• Maintain logs for B2B queries and follow-ups
• Share weekly insights with the ops/packing team and founders highlighting issues faced by customers
• Identify high risk RTO pin code areas and submit weekly list to D2C growth executive

What Were Looking For

• Good Communication skills in Hindi & English.
• 1-3 years of Experience in Customer Care role of a D2C Brand.
• Strong understanding of courier platforms (Shiprocket, etc.).
• Hands-on experience with NDR, RTO, refunds, and escalations.
• Comfortable with WhatsApp, calls, and customer coordination.
• Detail-oriented, persistent, and process-driven.
• Should work with a Customer centric approach to ensure maximum customer satisfaction.