Executive - Customer Care

Skechers India is looking for a Customer Care Executive to join its Customer Care team on third-party payroll through Spectrum. The incumbent will be responsible for handling customer queries, complaints, requests and service-related interactions while ensuring a high level of customer satisfaction. The role requires a highly customer-focused individual with excellent communication skills, a positive attitude and the ability to coordinate effectively with internal teams to drive timely resolution of customer concerns. The ideal candidate should be comfortable handling multiple customer interactions, understanding customer requirements, identifying appropriate solutions and maintaining a professional and empathetic approach throughout the interaction. Designation: Executive Role: Customer Care Employment Type: Third-Party Payroll – Spectrum Department: Customer Care / Customer Experience Location: Andheri East, Mumbai Work Mode: Corporate Office Working Days: 6 Days a Week Joining: Immediate Joiners Preferred Key Responsibilities 1. Customer Query & Complaint Management Handle customer queries, requests, complaints and feedback through designated customer service channels. Understand customer concerns clearly and provide accurate, relevant and timely responses. Resolve customer issues at the first point of contact wherever possible. Demonstrate empathy, patience and professionalism while dealing with customers. Handle difficult, escalated or sensitive customer interactions in a calm and solution-oriented manner. Ensure that every customer interaction reflects Skechers' commitment to delivering an exceptional customer experience. 2. Issue Resolution & Internal Coordination Coordinate with relevant internal teams such as Retail Operations, E-commerce, Warehouse, Logistics, Finance, IT and other support functions for resolution of customer concerns. Follow up with internal stakeholders to ensure issues are resolved within defined timelines. Maintain ownership of customer issues until closure and avoid unnecessary hand-offs. Escalate unresolved or critical issues to the appropriate supervisor/manager. Ensure customers are kept informed about the status of their requests wherever required. 3. Customer Experience Management Deliver a consistent, professional and customer-centric experience across all interactions. Build positive relationships with customers through effective communication and problem-solving. Identify recurring customer concerns and highlight trends or issues to the reporting manager. Capture customer feedback and share relevant insights with the team for service improvement. Contribute towards improving customer satisfaction and overall customer experience. 4. Order, Product & Service-Related Support Assist customers with queries related to products, orders, deliveries, returns, exchanges, refunds and other service-related matters, as applicable. Understand and communicate relevant company policies and processes accurately.