Customer Care Executive

BONJOUR · India

JOB DESCRIPTION

Customer Care Executive – E-Commerce Department

Position Details

Designation- Customer Care Executive – E-Commerce

Department- E-Commerce / Customer Experience

Experience-0.6 – 2 Years

Salary-₹20,000 – ₹23,000 In-Hand per Month

Location- Greater Noida, Ecotech-1

Industry Preference- E-Commerce / D2C / Retail / Garment / Fashion

Joining Preference- Immediate / Short Notice

Reporting To- E-Commerce / Customer Experience Manager

1. Job Purpose

The Customer Care Executive will be responsible for managing customer queries, complaints, order-related issues, returns, exchanges, cancellations and post-purchase support across various E-Commerce and D2C channels.

The role requires excellent communication skills, a customer-first approach and the ability to coordinate effectively with internal teams such as E-Commerce, Warehouse, Dispatch, Logistics, Sales and Finance to ensure timely resolution of customer issues.

2. Key Responsibilities

A. Customer Query Management

• Handle customer queries through phone, email, WhatsApp, chat and other customer-support channels.
• Provide accurate information regarding products, prices, availability, offers and order status.
• Understand customer concerns and provide appropriate resolutions within defined timelines.
• Maintain a professional and courteous communication style with customers.
• Follow up with customers wherever required until the issue is resolved.

B. Order Management & Support

• Track customer orders from order placement to delivery.
• Handle queries related to delayed, failed, cancelled or undelivered orders.
• Coordinate with warehouse and logistics partners for delivery-related issues.
• Assist customers with order modifications wherever operationally possible.
• Monitor and follow up on pending/open customer complaints.

C. Returns, Refunds & Exchanges

• Handle customer requests related to returns, exchanges and cancellations.
• Verify return/exchange eligibility as per company policy.
• Coordinate with warehouse/logistics teams for reverse pickups.
• Follow up on refund status and communicate timelines to customers.
• Maintain proper records of returns, exchanges, refunds and cancellations.

D. Complaint Resolution

• Identify the root cause of customer complaints and provide suitable solutions.
• Escalate unresolved or critical complaints to the concerned team/manager.
• Maintain an updated complaint tracker.
• Ensure complaints are closed within the defined TAT.
• Identify recurring customer issues and highlight them to the E-Commerce team.

E. E-Commerce Platform Support

• Handle customer queries arising from various marketplaces and D2C platforms.
• Coordinate with marketplace teams wherever required.
• Check order/customer information in the relevant E-Commerce systems.
• Support resolution of issues related to incorrect products, damaged products, missing items, delivery issues and payment-related queries.

F. Customer Feedback & Reporting

• Record customer feedback and complaints accurately.
• Prepare daily/weekly reports on customer queries, complaints, returns, refunds and resolutions.
• Monitor pending cases and ensure timely closure.
• Share recurring customer feedback with the E-Commerce team for process improvement.

G. Internal Coordination

• Coordinate with E-Commerce, Warehouse, Dispatch, Logistics, Finance and other relevant departments.
• Ensure timely resolution of customer-related operational issues.
• Maintain clear communication and proper documentation for escalated cases.

3. Candidate Profile

Essential Skills

• Good verbal and written communication skills.
• Good Hindi and English communication.
• Customer-handling and problem-solving ability.
• Basic knowledge of MS Excel / Google Sheets.
• Comfortable working with E-Commerce portals and customer-support systems.
• Good follow-up and coordination skills.
• Ability to handle multiple customer queries simultaneously.
• Patience and a customer-oriented approach.

4. Preferred Experience

Candidates with experience in:

• E-Commerce / D2C brands
• Fashion / Garment / Retail industry
• Marketplace customer support
• Amazon / Flipkart / Myntra / other marketplace operations
• CRM / Helpdesk / Customer Support
• Order management, returns and refunds

will be preferred.

5. Educational Qualification

• Graduate in any discipline preferred.
• Candidates with relevant customer-care / E-Commerce experience may also be considered based on skills and communication ability.

6. Desired Competencies

• Customer-centric attitude
• Good communication
• Active listening
• Problem-solving
• Patience and empathy
• Ownership and accountability
• Attention to detail
• Good coordination skills
• Ability to work under pressure
• Time management
• Basic analytical and reporting skills

7. Systems / Tools

The candidate should be comfortable working with:

• MS Excel / Google Sheets
• E-Commerce order management systems
• CRM / Customer Support platforms
• WhatsApp / Chat Support
• Email
• Marketplace Seller Portals
• Internal ERP / E-Commerce software