The Customer Care Executive will be responsible for providing prompt and professional support to customers across all sales channels. The role involves handling customer queries, resolving complaints, coordinating with internal teams, and ensuring a positive customer experience while maintaining the brand's reputation.
Key Responsibilities -
Customer Support
- Handle customer inquiries via phone, email, WhatsApp, Amazon, Flipkart, and other marketplaces.
- Respond to customer queries regarding products, orders, deliveries, returns, and replacements.
- Resolve customer complaints in a timely and professional manner.
Order & Return Management
- Coordinate with warehouse and logistics teams for dispatch, delivery, returns, and replacements.
- Track delayed shipments and update customers proactively.
- Process return, refund, and replacement requests as per company policy.
Marketplace Support
- Monitor customer messages and reviews on Amazon, Flipkart, and other marketplaces.
- Respond to negative feedback and work towards quick resolution.
- Escalate critical customer issues to the concerned departments.
Coordination
- Coordinate with the Quality, Warehouse, Procurement, and E-commerce teams to resolve customer issues.
- Maintain follow-up until the issue is completely resolved.
Documentation & Reporting
- Maintain records of customer complaints, resolutions, and follow-ups.
- Prepare daily and weekly reports on customer issues and pending cases.
- Identify recurring issues and suggest process improvements.
Required Skills
- Excellent verbal and written communication skills.
- Good problem-solving and customer-handling abilities.
- Knowledge of Microsoft Excel and Google Sheets.
- Basic understanding of Amazon and other e-commerce marketplaces.
- Ability to multitask and work under deadlines.
Preferred Qualification
- Graduate in any discipline.
- 1–3 years of experience in customer service, preferably in e-commerce or consumer products.
Key Performance Indicators (KPIs)
- Customer response time.
- First-contact resolution rate.
- Customer satisfaction (CSAT).
- Resolution turnaround time (TAT).
- Return and complaint closure rate.
- Marketplace response SLA compliance.
- Accuracy of customer records and reports.
Pay: ₹10,000.00 - ₹20,000.00 per month
Benefits:
Application Question(s):
- Are you available to join immediately? If not, what is your notice period?
- Do you have experience in customer support? Please mention the company name and duration.
- Have you handled customers on Amazon, Flipkart, or any e-commerce platform?
- Have you handled customer complaints, returns, refunds, or replacement requests?
- Are you comfortable speaking in English, Hindi, and Marathi?
- Have you worked with Excel or Google Sheets?
- How do you handle an angry customer?
- Are you comfortable coordinating with warehouse, logistics, and quality teams to resolve customer issues?
- Have you reviewed the offered salary/package and are you comfortable with it? If shortlisted, can you attend a face-to-face interview within 1–2 days? (Yes/No)
Work Location: In person
