Customer Care Executive

Job Summary

The E‑commerce Customer Care Executive is responsible for providing prompt, professional, and empathetic support to online customers across multiple channels (phone, email, chat, and social media). The role focuses on order management, complaint resolution, returns/refunds, and ensuring a smooth end‑to‑end shopping experience on the company’s website and marketplaces.

Key Responsibilities

Handle customer inquiries and complaints related to orders, products, payments, delivery, returns, and refunds via phone, email, live chat, and social media.

Assist customers in placing orders, tracking shipments, processing cancellations, and managing returns/refunds as per company policy.

Provide accurate and timely information about product details, pricing, offers, and delivery timelines to enhance customer satisfaction.

Log and update all customer interactions and resolutions in the CRM / helpdesk / order management system with proper notes and follow‑up timelines.

Coordinate with logistics, warehouse, finance, and operations teams to resolve delivery delays, stock issues, or payment‑related queries.

Escalate complex or high‑value issues to the supervisor or relevant department and ensure timely closure.

Identify recurring problems (e.g., delivery issues, website errors, wrong shipments) and suggest improvements to avoid repeat issues.

Achieve defined service level targets such as call/email/chat response time, resolution time, and customer satisfaction

Maintain a professional, courteous, and positive tone while handling stressed or unhappy customers.

Stay updated on e‑commerce platform features, payment gateways, return policies, and promotional campaigns