Senior Customer Care Coordinator

Job Overview:

The Senior Customer Care Executive will be responsible for managing and resolving customer issues related to logistics, refunds, and returns in line with company policies. This role ensures a seamless customer experience by handling escalations, coordinating with internal teams, and providing timely, accurate, and professional support.

Key Responsibilities:

• Resolve customer queries related to order delivery, shipping delays, and logistics issues.
• Manage refund and return requests, ensuring adherence to company policies and prompt resolution.
• Coordinate with logistics, warehouse, and finance teams to facilitate smooth processing of returns and refunds.
• Handle escalated customer complaints with professionalism and empathy.
• Maintain accurate records of customer interactions and follow-ups.
• Identify recurring issues and suggest process improvements to enhance customer satisfaction.
• Mentor and guide junior customer care representatives, ensuring quality and compliance.