Job Title

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: We’re 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 executiveWhat We’re 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.