Customer Care Executive

We are looking for a proactive and customer-centric Customer Care Executive to manage end-to-end customer interactions on our e-commerce platform. The ideal candidate will not only resolve customer queries but also convert abandoned checkouts into successful orders through effective communication, follow-ups, and relationship building.

This role blends customer support + sales mindset, ensuring excellent customer experience while driving revenue.

Key Responsibilities

1. Handle customer queries via phone, WhatsApp, email, Instagram DM, and website chat

Assist customers with:

• Product selection, sizing, fit & material details
• Order placement, payments, cancellations & returns
• Delivery timelines and post-purchase support
• Maintain a polite, professional, and brand-aligned tone at all times
• Abandoned Checkout & Sales Conversion Track and follow up on abandoned checkouts via calls and WhatsApp
• Understand customer objections (price, size, doubts, delivery, etc.) and resolve them
• Proactively convert leads into confirmed orders
• Upsell / cross-sell relevant products where appropriate
• Maintain follow-up logs and conversion status
• Order & CRM ManagementUpdate customer interactions and order status in CRM / Excel / Shopify backend
• Coordinate with warehouse & logistics teams for order fulfillment issues
• Ensure smooth handover from order confirmation to dispatch

• Reporting & FeedbackMaintain daily reports on:
• Customer queries handled
• Abandoned checkout conversions
• Order confirmations & cancellations
• Share customer feedback, common objections, and improvement suggestions with management
• Required Skills & Qualifications🔹 Must-Have SkillsExcellent spoken and written English (Hindi is a must)
• Strong persuasion and follow-up skills
• Confident in handling calls and WhatsApp sales conversations
• Customer-first mindset with a sales-oriented approach

Technical SkillsExperience with Shopify / WooCommerce / E-commerce dashboards

• Familiar with Excel / Google Sheets
• Comfortable using WhatsApp Business, CRM tools, and payment links
• Preferred BackgroundPrior experience in D2C / fashion / footwear / lifestyle brands
• Experience in telecalling, inside sales, or e-commerce support
• What We’re Looking For Someone who doesn’t just answer queries but closes orders
• Highly organized and disciplined with follow-ups
• Empathetic listener with strong problem-solving ability