Atulyash Foods delivers premium, freshly stone\-milled flour to a highly discerning subscription customer base. We believe that exceptional products require exceptional service. We are seeking an empathetic, proactive Customer Care Representative to serve as the voice of our brand during our critical early\-morning delivery operations.
- *Role Overview:** This position is focused on driving execution across customer retention, operational support, and delivery systems. You will serve as the empathetic voice of the brand, resolving live delivery hurdles and managing the subscription lifecycle. It requires a strong ownership mindset, exceptional empathy, and consistent execution discipline.
6\-day work week (In Office) with Monday off
Location: Hauz Khaz, South Delhi
- **Live Last\-Mile Support:** Act as the proactive central command during the highly sensitive 6:00 AM – 9:00 AM delivery window, instantly bridging communication between Delivery Riders and customers to resolve gate\-access restrictions and live tracking queries. Strictly prioritise these live delivery calls over all administrative tasks.
- **Empathy\-First De\-escalation:** Handle all customer complaints regarding perceived quality issues or missed instructions by strictly adhering to pre\-written de\-escalation matrices. Deploy empathy\-first scripts and initiate replacement/refund protocols without arguing.
- **Subscription CRM Management:** Take complete, end\-to\-end ownership of all customer requests regarding subscription plan adjustments, quantity modifications, temporary pauses, and "Vacation Mode" activations. Guarantee that every modification is accurately updated in the CRM so that backend billing and production manifests remain 100% accurate.
- **Retention \& Feedback Workflows:** Execute and monitor automated post\-delivery WhatsApp campaigns to capture Net Promoter Scores (NPS). Take ownership of "Churn\-Save" workflows by actively listening to cancelling subscribers and offering management\-approved retention incentives.
- **Reporting:** Log and tag 100% of calls and WhatsApp messages into their respective CRM categories. Compile and deliver a daily handover report detailing customer complaints, CRM logs, and churn\-save outcomes.
- **Experience:** 1–3 years in premium customer support, concierge services, or D2C account management.
- **Communication:** Exceptional verbal and written fluency. You must possess a warm, patient, and highly empathetic communication style, with zero tolerance for argumentative language.
- **Tech\-Fluency:** Hands\-on experience with modern CRM platforms, WhatsApp Business API interfaces, and cloud telephony systems.
- **Mindset:** Proactive problem\-solver who can maintain composure and de\-escalate tensions during the fast\-paced morning delivery rush.
This role offers a direct pathway into **Customer Experience (CX) Management**. As our subscriber base grows, you will have the opportunity to step into a **Customer Success Lead** position, where you will build and train a larger support team, design automated retention workflows, and work directly with the founders to shape the brand's long\-term customer satisfaction strategies.
Fill the form to complete the application: https://forms.gle/Z4nsxrJNdutUJnCa7
Pay: ₹20,000\.00 \- ₹25,000\.00 per month
Work Location: In person