The Customer Care Executive will be responsible for delivering a high-quality, consistent, and customer-centric experience to Skechers India customers across multiple touchpoints. The role will serve as a key interface between the customer and the organization, ensuring timely resolution of queries, complaints, feedback, product-related concerns, order-related issues, and service requests.
The incumbent will work closely with Retail, E-commerce, Logistics, Warehouse, Finance, Marketing, Product, IT and other relevant teams to resolve customer issues effectively and within defined turnaround times.
The role requires strong communication skills, empathy, problem-solving ability, attention to detail, and a strong understanding of customer service standards in a premium retail environment.
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Handle customer queries and complaints received through multiple channels, including:
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Phone calls
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Emails
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Website / Contact Us
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Social media/customer messaging channels, where applicable
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E-commerce platforms
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Retail store escalations
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Other customer communication platforms
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Understand customer concerns and provide accurate, relevant and timely resolutions.
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Handle queries related to:
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Product availability
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Product specifications and features
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Size and fit
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Orders and deliveries
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Returns and exchanges
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Refunds
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Warranty-related concerns
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Product defects/damages
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Store-related experiences
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Promotions and offers
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Gift cards/vouchers, where applicable
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Online purchase issues
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Maintain a professional, courteous and empathetic approach while dealing with customers.
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Take ownership of customer complaints from initiation through closure.
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Investigate complaints by coordinating with relevant internal teams and external partners.
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Ensure complaints are resolved within defined Turnaround Time (TAT) and service-level standards.
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Escalate complex, sensitive or high-priority cases to the appropriate team/manager.
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Track escalated cases until closure and ensure customers receive timely updates.
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Identify recurring issues and highlight them to the reporting manager for corrective action.
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Handle dissatisfied or irate customers professionally while protecting the brand experience.
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Assist customers with online order-related queries, including:
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Order confirmation
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Order status
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Shipment tracking
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Delivery delays
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Cancellation requests
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Returns and exchanges
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Refund status
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Incorrect/missing products
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Damaged products
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Coordinate with the E-commerce, Warehouse, Logistics and relevant third-party partners for issue resolution.
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Ensure customers are kept informed throughout the resolution process.
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Follow established policies and processes while ensuring a customer-friendly approach.
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Coordinate with Skechers retail stores on customer complaints and service-related issues.
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Support store teams in resolving customer concerns that require corporate intervention.
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Ensure appropriate communication between customers, stores and corporate functions.
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Track store-related complaints and identify recurring service gaps.
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Share customer feedback with the Retail and Operations teams to support service improvement.
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Accurately record all customer interactions, complaints, requests and resolutions in the CRM/customer service system.
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Maintain complete and accurate customer records in accordance with company processes and data privacy requirements.
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Update case status, actions taken, escalation details and closure remarks.
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Ensure no customer complaint remains unattended or without appropriate follow-up.
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Maintain proper documentation of customer interactions for future reference and reporting.
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Act as a strong ambassador of the Skechers brand during every customer interaction.
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Deliver a consistent customer experience aligned with Skechers' brand values and service standards.
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Demonstrate empathy, patience and ownership when handling customer concerns.
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Understand customer needs and provide solutions rather than simply responding to queries.
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Ensure communication is professional, clear and aligned with approved company policies.
Work closely with relevant stakeholders, including:
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Retail Operations
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E-commerce
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Warehouse & Supply Chain
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Logistics / Courier Partners
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Finance
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IT
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Marketing
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Product / Merchandising
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Legal, where required
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Store Operations
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Regional / Area Teams
Ensure effective coordination and timely closure of customer-related issues.
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Capture customer feedback, suggestions and service concerns.
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Identify recurring customer pain points and communicate trends to the reporting manager.
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Support the preparation of customer feedback reports and dashboards.
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Highlight frequent complaints related to:
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Products
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Stores
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Website
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Delivery
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Returns/refunds
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Customer service
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Promotions
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Provide actionable insights to relevant teams for improving customer experience.
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Adhere to defined customer service KPIs and SLAs.
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Monitor personal performance against parameters such as:
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Response Time
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Resolution Time
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First Contact Resolution
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Complaint Closure
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Customer Satisfaction
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Quality of Interaction
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Case Backlog
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Escalation Rate
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Maintain high standards of accuracy and service quality.
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Participate in regular quality audits, coaching sessions and process improvement initiatives.
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Follow all approved customer service policies, SOPs and escalation matrices.
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Ensure customers receive information that is accurate and consistent with company policies.
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Avoid unauthorized commitments, discounts, refunds, replacements or exceptions.
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Maintain confidentiality of customer information and adhere to applicable data privacy and information-security requirements.
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Ensure all customer interactions are handled in accordance with company guidelines.
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Prepare and maintain daily/weekly/monthly customer service reports as required.
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Track:
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Total customer contacts
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Complaints received
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Complaints resolved
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Pending cases
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TAT adherence
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Escalations
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Customer feedback
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Major complaint categories
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Repeat complaints
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Support the reporting manager with customer service dashboards and management presentations.
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Maintain accurate records for business reviews and audits.
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Identify opportunities to improve customer service processes and reduce repetitive customer complaints.
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Recommend improvements in FAQs, communication templates, SOPs and customer journeys.
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Support automation and digital initiatives aimed at improving customer experience.
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Participate in customer experience improvement projects and new process rollouts.
About Skechers
Skechers, a global Fortune 500® company, develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,300 Skechers retail locations.
