Customer Care Executive

The Customer Care Executive will be responsible for delivering a high-quality, consistent, and customer-centric experience to Skechers India customers across multiple touchpoints. The role will serve as a key interface between the customer and the organization, ensuring timely resolution of queries, complaints, feedback, product-related concerns, order-related issues, and service requests. The incumbent will work closely with Retail, E-commerce, Logistics, Warehouse, Finance, Marketing, Product, IT and other relevant teams to resolve customer issues effectively and within defined turnaround times. The role requires strong communication skills, empathy, problem-solving ability, attention to detail, and a strong understanding of customer service standards in a premium retail environment. KEY RESPONSIBILITIES 1. Customer Query & Complaint Management Handle customer queries and complaints received through multiple channels, including:Phone calls Emails Website / Contact Us Social media/customer messaging channels, where applicable E-commerce platforms Retail store escalations Other customer communication platforms Understand customer concerns and provide accurate, relevant and timely resolutions. Handle queries related to:Product availability Product specifications and features Size and fit Orders and deliveries Returns and exchanges Refunds Warranty-related concerns Product defects/damages Store-related experiences Promotions and offers Gift cards/vouchers, where applicable Online purchase issues Maintain a professional, courteous and empathetic approach while dealing with customers. 2. Complaint Resolution & Escalation Management Take ownership of customer complaints from initiation through closure. Investigate complaints by coordinating with relevant internal teams and external partners. Ensure complaints are resolved within defined Turnaround Time (TAT) and service-level standards. Escalate complex, sensitive or high-priority cases to the appropriate team/manager. Track escalated cases until closure and ensure customers receive timely updates. Identify recurring issues and highlight them to the reporting manager for corrective action. Handle dissatisfied or irate customers professionally while protecting the brand experience. 3. Order & E-commerce Support Assist customers with online order-related queries, including:Order confirmation Order status Shipment tracking Delivery delays Cancellation requests Returns and exchanges Refund status Incorrect/missing products Damaged products Coordinate with the E-commerce, Warehouse, Logistics and relevant third-party partners for issue resolution. Ensure customers are kept informed throughout the resolution process. Follow established policies and processes while ensuring a customer-friendly approach. 4. Retail Store Customer Support Coordinate with Skechers retail stores on customer complaints and service-related issues.