Customer Care Executive

Roles and Responsibilities

• Respond to customer enquiries through phone, email, WhatsApp, website and social media.
• Assist customers with product information, prices, orders, payments and delivery queries.
• Process and monitor online orders from order confirmation through dispatch and delivery.
• Coordinate with packing, dispatch and courier partners for timely fulfilment.
• Share order confirmations, tracking details and delivery updates with customers, follow up on delayed, lost or undelivered shipments.
• Handle customer complaints, returns, exchanges and replacement requests.
• Resolve customer issues professionally and escalate when required.
• Maintain records of customer enquiries, pending orders and complaints.
• Monitor customer communication on e-commerce platforms and marketplaces.
• Follow up with customers and collect feedback or reviews where appropriate.
• Coordinate with operations, marketing and fulfilment teams.
• Maintain daily reports using Excel / Google Sheets.

Desired Candidate Profile

• Graduate in any discipline preferred.
• 2-5 years of experience in Customer Service, E-commerce, Retail, D2C or Online Sales Support.
• Excellent written and spoken English.
• Good communication skills in Hindi.
• Strong customer handling and problem-solving skills.
• Good knowledge of MS Excel / Google Sheets.
• Comfortable using email, WhatsApp and online order-management systems.
• Good attention to detail and ability to follow up independently.
• Ability to handle multiple orders and customer enquiries simultaneously.