Customer Care Executive

Role & responsibilities

1. Customer Query & Complaint Management

• Handle customer queries, requests, complaints and feedback through designated customer service channels.
• Understand customer concerns clearly and provide accurate, relevant and timely responses.
• Resolve customer issues at the first point of contact wherever possible.
• Demonstrate empathy, patience and professionalism while dealing with customers.
• Handle difficult, escalated or sensitive customer interactions in a calm and solution-oriented manner.
• Ensure that every customer interaction reflects Skechers' commitment to delivering an exceptional customer experience.

2. Issue Resolution & Internal Coordination

• Coordinate with relevant internal teams such as Retail Operations, E-commerce, Warehouse, Logistics, Finance, IT and other support functions for resolution of customer concerns.
• Follow up with internal stakeholders to ensure issues are resolved within defined timelines.
• Maintain ownership of customer issues until closure and avoid unnecessary hand-offs.
• Escalate unresolved or critical issues to the appropriate supervisor/manager.
• Ensure customers are kept informed about the status of their requests wherever required.

3. Customer Experience Management

• Deliver a consistent, professional and customer-centric experience across all interactions.
• Build positive relationships with customers through effective communication and problem-solving.
• Identify recurring customer concerns and highlight trends or issues to the reporting manager.
• Capture customer feedback and share relevant insights with the team for service improvement.
• Contribute towards improving customer satisfaction and overall customer experience.

4. Order, Product & Service-Related Support

• Assist customers with queries related to products, orders, deliveries, returns, exchanges, refunds and other service-related matters, as applicable.
• Understand and communicate relevant company policies and processes accurately.
• Guide customers on the appropriate process for resolving their concerns.
• Coordinate with relevant teams to track pending orders, returns, refunds or other customer requests.
• Ensure that commitments made to customers are followed through within the agreed timelines.

5. Complaint Escalation & Follow-Up

• Identify complaints requiring escalation and ensure they are routed to the appropriate team.
• Maintain proper follow-up on escalated cases until resolution.
• Ensure all customer interactions and actions taken are accurately documented.
• Highlight high-priority or recurring complaints to the reporting manager for corrective action.

6. Documentation & Reporting

• Maintain accurate records of customer interactions, complaints, resolutions and follow-ups.
• Update customer service systems/CRM tools with relevant information.
• Ensure timely closure and accurate categorization of customer cases.
• Prepare or contribute to daily/weekly reports on customer queries, complaints, pending cases and resolutions.
• Maintain confidentiality of customer and company information at all times.

7. Process & Policy Adherence

• Follow defined customer service processes, SOPs and escalation matrices.
• Ensure compliance with company policies while addressing customer requests.
• Maintain prescribed service quality and response standards.
• Stay updated on Skechers products, promotions, policies, processes and customer service guidelines.
• Continuously improve product and process knowledge to provide accurate information to customers.

Preferred candidate profile

• Communication Skills
• Customer Orientation
• Problem-Solving
• Coordination & Teamwork
• Technology & Process Orientation

Role Requirements

• Willingness to work 6 days a week as per the business schedule.
• Comfortable working from the Skechers Corporate Office in Andheri East, Mumbai.
• Ability to handle high volumes of customer interactions during peak periods.
• Flexibility to manage changing priorities and business requirements.
• Immediate joiners are preferred.