1) Receive customer interactions that come in through the helpline.2) Create a ticket to record on OMS and Fresh desk on the assistance that was provided by them during the call.3) If the call is a new order- then the Team Member places the order on behalf of the customer. 4) If there is quality issue- the Team Member is to mark a grievance for that particular order and raise a Quality FIR. 5) Depending on the gravity of the issue, the customer gets a pleasant and helpful reply, replacement or refund.6) Revert to all emails within 15 minutes of its receipt. 7) The Team Member is to resolve the ticket within Two hours. 8) If it is a quality related email, the case is to be evaluate and based on the findings the customer is reverted to or given a replacement or refund.