Customer Care Executive

Job SummaryWe are seeking a Customer Support Executive (D2C) to deliver excellent customer service across multiple digital platforms. The role involves handling customer queries related to products, orders, deliveries, payments, returns, and refunds while ensuring a positive brand experience and high customer satisfaction.

• Key ResponsibilitiesHandle customer inquiries via phone, email, chat, WhatsApp, and social media
• Resolve issues related to order booking, tracking, cancellations, returns, refunds, and exchanges
• Coordinate with logistics, warehouse, finance, and internal teams for issue resolution
• Maintain and update customer interaction records in CRM/ticketing systems
• Ensure timely resolution of complaints within defined SLAs/TATs
• Handle customer escalations in a professional and empathetic manner
• Educate customers about products, offers, company policies, and processes
• Collect customer feedback and report recurring issues for process improvement
• Support post-sales service and contribute to customer retention and loyalty
• Skills & CompetenciesStrong verbal and written communication skills
• Customer-centric approach with problem-solving abilities
• Basic knowledge of e-commerce/D2C operations
• Familiarity with CRM tools, OMS, and MS Excel
• Ability to multitask and work under pressure
• Good coordination and follow-up skills
• Educational QualificationGraduate in any discipline
• Relevant training in customer service or e-commerce is an advantage
• Experience 1–5 years of experience in customer support or customer service
• Experience with D2C brands or online retail platforms preferred
• Key Performance Indicators (KPIs)Customer Satisfaction Score (CSAT)
• First Response Time (FRT)
• Resolution Turnaround Time
• Complaint Closure Rate
• Sales Closure Rate