Job Description
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 company's brand reputation.
Key Responsibilities -
Customer Support
- Handle customer inquiries via phone, email, WhatsApp, company website, Amazon, Flipkart, and other marketplaces.
- Respond to customer queries regarding products, orders, deliveries, returns, refunds, replacements, warranties, and payment-related issues.
- Resolve customer complaints in a timely, professional, and customer-friendly manner.
- Maintain clear and courteous communication with customers throughout the resolution process.
Website Order & Return Support
- Manage customer orders received through the company website.
- Monitor website orders for successful processing, payment confirmation, dispatch, and delivery.
- Coordinate with the warehouse team to ensure timely fulfillment of website orders.
- Handle website return, refund, cancellation, and replacement requests according to company policy.
- Follow up with customers until website order-related issues are fully resolved.
- Report recurring website issues or customer feedback to the E-commerce team for improvement.
Order & Return Management
- Coordinate with warehouse and logistics teams for dispatch, delivery, returns, replacements, and refunds.
- Track delayed shipments and proactively update customers regarding order status.
- Process return, refund, replacement, and cancellation requests as per company policy.
- Ensure all customer cases are closed within the defined turnaround time (TAT).
Marketplace Support
- Monitor customer messages, reviews, and ratings on Amazon, Flipkart, Meesho, and other e-commerce marketplaces.
- Respond promptly to customer questions and negative reviews.
- Work towards quick and satisfactory resolution of marketplace complaints.
- Escalate critical customer issues to the relevant departments whenever required.
Coordination
- Coordinate with the Quality, Warehouse, Procurement, Logistics, and E-commerce teams to resolve customer issues efficiently.
- Maintain regular follow-ups with internal teams until customer concerns are completely resolved.
- Communicate status updates to customers proactively.
Documentation & Reporting
- Maintain accurate records of customer complaints, order issues, returns, refunds, replacements, and follow-ups.
- Prepare daily and weekly reports on customer queries, pending cases, and resolutions.
- Analyze recurring customer issues and recommend process improvements to reduce complaints.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer handling and problem-solving abilities.
- Good knowledge of Microsoft Excel and Google Sheets.
- Basic understanding of Amazon, Flipkart, Meesho, company website order management, and other e-commerce marketplaces.
- Ability to multitask and work under deadlines.
- Strong follow-up and coordination skills.
Preferred Qualification
- Graduate in any discipline.
- 1–3 years of experience in customer service, preferably in e-commerce, D2C, or consumer products.
Key Performance Indicators (KPIs)
- Customer response time.
- First-contact resolution rate.
- Customer Satisfaction (CSAT).
- Resolution Turnaround Time (TAT).
- Return, refund, and complaint closure rate.
- Website order processing accuracy.
- Website return and replacement closure rate.
- Marketplace response SLA compliance.
- Accuracy of customer records and reports.
Benefits
Job Type: Full-time
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
- Health insurance
- Provident Fund
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, Meesho, company websites, or any other e-commerce platform?
- Have you managed website orders, returns, refunds, replacements, or cancellations?
- Have you handled customer complaints, returns, refunds, or replacement requests?
- Are you comfortable speaking in English, Hindi, and Marathi?
- Have you worked with Microsoft Excel or Google Sheets?
- Are you comfortable coordinating with warehouse, logistics, quality, and e-commerce 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
