Designation- SR. Customer Care Executive
Experience- 3 to 5 yrs
Key Responsibilities:
1. Customer Support & Query Resolution
- Handle customer inquiries via phone, email, WhatsApp, chat, social media, and marketplaces.
- Resolve product-related questions, order issues, payment concerns, and delivery complaints.
- Provide accurate information about skincare, makeup, haircare, and beauty products.
- Ensure timely resolution of customer complaints while maintaining high customer satisfaction.
2. Order Management
- Monitor and manage customer orders from placement to delivery.
- Coordinate with logistics and warehouse teams regarding shipment delays, returns, and replacements.
- Process cancellations, refunds, exchanges, and return requests according to company policies.
- Track order status and proactively update customers.
3. Customer Experience & Retention
- Build strong customer relationships and enhance brand loyalty.
- Follow up with customers after purchases to gather feedback.
- Identify opportunities for upselling and cross-selling products.
- Handle VIP customers and escalated complaints professionally.
4. CRM & Ticket Management
- Maintain accurate customer records in CRM systems.
- Update customer interactions, complaints, and resolutions.
- Track support tickets and ensure SLA compliance.
- Analyze recurring customer issues and suggest process improvements.
5. Social Media & Community Support
- Respond to customer comments, messages, and reviews across social media platforms.
- Manage customer interactions while maintaining the brand voice.
- Escalate negative reviews or sensitive issues to relevant teams.
6. Coordination with Internal Teams
- Work closely with marketing, operations, warehouse, and product teams.
- Share customer feedback related to products, packaging, and service quality.
- Support campaign launches and promotional activities by handling customer inquiries.
7. Reporting & Performance Tracking
- Prepare daily, weekly, and monthly customer service reports.
- Monitor KPIs such as:
- Customer Satisfaction (CSAT)
- First Response Time (FRT)
- Resolution Time
- Repeat Customer Rate
- Return and Refund Metrics
- Recommend improvements to enhance customer experience.
Desired Skills
- Excellent verbal and written communication.
- Experience with CRM tools (Zoho, Freshdesk, Gorgias, Zendesk, HubSpot, etc.).
- Strong problem-solving and conflict-resolution skills.
- Knowledge of D2C e-commerce operations.
- Understanding of cosmetics, skincare, beauty, and personal care products.
- Ability to manage multiple communication channels simultaneously.
- Customer-centric mindset with attention to detail.
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
