Customer Care Executive

Location: Noida Sector 27

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, Whats App, 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…