Telecaller Outbound

Order Operations & Customer Support Executive

Location: Remote — Bangalore-based candidates only

Type: Full-time | 6 days a week (Mon–Sat), 10 AM – 7 PM IST

Languages: English, Hindi, Tamil, Telugu, Kannada — all five, fluently

About the role

We're a fast-growing D2C brand where most orders come in as COD. Every order that doesn't get delivered costs us twice — the ad spend that generated it, plus forward and reverse shipping. Every unanswered WhatsApp inquiry is a sale we already paid for and then lost.

Your job is to close both gaps: convert the people asking questions into buyers, and make sure the orders we pay to acquire actually get delivered and paid for. Fulfillment runs through vFulfil, so you'll own one panel end-to-end instead of juggling five courier partners.

This is not a passive support seat. You'll be on the phone and on WhatsApp every day, switching between five languages, fighting for orders other people would write off.

What you'll do

WhatsApp inquiries & sales

• Answer all incoming inquiries within 15 minutes — this is the highest-priority queue of the day
• Convert inquiries into orders; don't just answer the question, close the sale
• Follow up on unconverted inquiries and abandoned checkouts on a 24/48/72-hour sequence
• Reply in the customer's own language wherever possible — it converts noticeably better
• Flag recurring questions and objections to the marketing team

Order confirmation & COD → prepaid

• Call every new COD order within 45 minutes; up to 3 attempts before moving to WhatsApp follow-up
• Verify addresses, landmarks, and pincodes, and check serviceability before dispatch
• Catch duplicate, bulk, prank, and repeat-RTO orders; maintain the fraud blacklist
• Pitch prepaid conversion on every call and chat, send the payment link, and follow up until it's paid

Out-for-delivery calls

• Pull the daily OFD list from vFulfil each morning and call every customer whose order is out for delivery
• Confirm availability, an authorized receiver, and the exact COD amount so cash or UPI is ready
• Reschedule or arrange an alternate receiver before the attempt fails, rather than handling the NDR after

NDR, fake RTO & vFulfil ownership

• Action every NDR within 24 hours — nothing sits unattended for a second day
• Push reattempts through the vFulfil panel and follow up until the shipment actually moves
• Catch fake NDR remarks ("customer not reachable", "refused") where no attempt was made; gather evidence and escalate formally
• Own the vFulfil account day-to-day: stuck shipments, SLA breaches, weight discrepancy and lost/damaged claims, and COD remittance reconciliation

Post-delivery & reporting

• Process returns, replacements and refunds; collect reviews and customer photos/videos
• Own the weekly order report: confirmed, dispatched, delivered, RTO'd, NDRs raised vs resolved, prepaid conversion %, refunds
• Track RTO% by SKU, pincode, region and ad campaign source — and surface the patterns
• Document and improve SOPs, chat templates and call scripts

• What success looks like (90 days): RTO down from 30% to under 20% on COD orders
• 95%+ of out-for-delivery orders called before the delivery attempt
• 85%+ COD confirmation rate; 100% of NDRs actioned within 24 hours, 40% recovered into deliveries
• 25% of COD orders converted to prepaid
• 20%+ WhatsApp enquiry-to-order conversion

• Weekly report delivered every Monday before 12 PM, without being chased

Requirements

• Based in Bangalore — remote role, but we hire locally for occasional in-person sessions
• Fluent in all five languages — able to sell and resolve a complaint in each, not just exchange pleasantries. Non-negotiable, and tested in the interview.
• 1–3 years in D2C ecommerce ops, customer support, order confirmation, or telecalling for an online brand
• Comfortable with 60–100 outbound calls and 100+ WhatsApp chats a day without losing tone by the afternoon
• Working knowledge of Shopify; comfortable with Google Sheets (filters, pivots, basic formulas)
• Reliable internet, a quiet space for calls, and a working smartphone + laptop
• You close loops without being reminded, and you keep pushing an escalation until it's resolved

Bonus: hands-on vFulfil (or Shiprocket/iThink/Delhivery) experience · high-COD category background (fashion, beauty, home, kids, wellness) · WhatsApp Business API tools (Interakt, WATI, AiSensy)

How to apply

Email/WhatsApp your CV with the subject line "Order Ops — [Your Name]", plus:

1. A voice note under 90 seconds introducing yourself and your last role — switching language every 15–20 seconds across all five languages.
2. A voice note in Hindi where you call a customer to confirm an ₹899 COD order and convince them to switch to prepaid.
3. A written WhatsApp reply to: "Hi, price kitna hai? Aur COD available hai kya? Delivery kitne din me hoga?"