Job Description
<meta charset="utf-8" />
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Job Title: Customer Service Executive</b></p>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Location: Rasayanam Nutripharm Private Limited</b></p>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Company : Plot No. 697, Sector 69, IMT Faridabad, Haryana – 121004<br />
<br />
About Rasayanam</b></p>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">At Rasayanam, we create high-quality, ethically sourced wellness products that embody the principles of integrity, sustainability, and transparency. We are looking for a Customer Support Executive to help elevate our brand’s presence with high-level creative direction, including video production and motion design, while keeping our wellness message at the forefront.</b></p>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Our Core Values at Rasayanam:<br />
The lens for every decision, every hire, and how we show up daily.</b></p>
<ol>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Built Around the Customer.<br />
The customer is at the heart of everything we do — from the ingredients we choose to the experiences we create.<br />
We don’t just sell products; we serve people on their journey to better health. Every decision starts with their needs.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Do the Right Thing — Always.<br />
In a category where trust is everything, ethics are non-negotiable.<br />
We hold ourselves to the highest standards of honesty, integrity, and responsibility — with our customers, partners, and each other.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Act with Urgency, Build for Long Term.<br />
We move fast — we test, learn, and adapt quickly.<br />
We use data where we can, and trust our gut when we must.<br />
We don’t overthink — we decide, act, and improve.<br />
Speed matters, but we never trade it for shortcuts. We build to last.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Own It. End to End.<br />
We take full ownership — not just of tasks, but of outcomes.<br />
If something breaks, we fix it. If results fall short, we learn, adapt, and take responsibility.<br />
We show up on time, prepared, and deliver— because ownership starts with discipline.<br />
We communicate clearly and proactively — no surprises, no silence.<br />
No blame. No excuses. Just progress.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Win Together<br />
We celebrate individual excellence, but real success is shared — built on trust, respect, and team accountability.<br />
We support each other, and step up when teammates need us.<br />
We win when we win together.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Raise the Bar — Even When It’s Uncomfortable<br />
We aim higher — in how we think, work, and serve our customers.<br />
Growth comes from challenge, not comfort. We seek feedback, learn fast, and keep raising our standards.<br />
We hold ourselves and others to high expectations — consistently and respectfully.<br />
We don’t settle, and we don’t stay still.</b></p>
</li>
</ol>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b"> Department: Customer Support / Operations</b></p>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b"> Reports To: Customer Service Manager</b></p>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Job Overview</b></p>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Rasayanam Nutripharm is looking for a proactive and customer-focused Customer Service Executive to manage customer interactions across chat support, inbound calling, and ticketing systems. The ideal candidate will ensure timely resolution of customer issues, handle escalations with empathy, and maintain high levels of customer satisfaction.</b></p>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Key Responsibilities</b></p>
<ul>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Chat & Call Support: Handle inbound calls, live chat, and email support, ensuring prompt and professional responses.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Customer Handling: Understand customer queries, provide accurate information, and resolve complaints effectively.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Ticket Management: Log, track, and close support tickets within defined TAT (Turnaround Time).</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Escalation Handling: Manage escalated cases with sensitivity, ensuring timely resolution and customer confidence.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Customer Satisfaction: Monitor service quality, follow up with customers, and ensure a positive experience.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Process Adherence: Follow SOPs and compliance guidelines for all customer interactions.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Feedback & Reporting: Collect customer feedback, highlight recurring issues, and suggest process improvements.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Team Collaboration: Work closely with internal teams (Ops, Dispatch, Sales, Tech) to resolve issues quickly.</b></p>
</li>
</ul>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Requirements & Skills</b></p>
<ul>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Graduate (any discipline) with 1–3 years of experience in customer service (BPO, e-commerce, or D2C preferred).</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Excellent communication skills (written & verbal) in English and Hindi.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Proficient in CRM/ticketing tools, MS Office, and chat support systems.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Strong problem-solving and multitasking abilities.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Empathetic, patient, and customer-first mindset.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Ability to handle pressure and escalations calmly.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Strong alignment with Rasayanam’s core values — integrity, ownership, urgency, collaboration, and continuously raising the bar.</b></p>
</li>
</ul>
<p dir="ltr"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Key Performance Indicators (KPIs)</b></p>
<ul>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">First Response Time (FRT) and Average Handling Time (AHT).</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Ticket closure rate within defined SLA/TAT.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Customer Satisfaction (CSAT) and Net Promoter Score (NPS).</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Escalation resolution within timelines.</b></p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><b id="docs-internal-guid-d100aa34-7fff-22e9-cc50-bafa45f2148b">Quality of communication and adherence to scripts/SOPs.</b></p>
</li>
</ul>
