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 skilled, 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.
- Support store teams in resolving customer concerns that require corporate intervention.
- Ensure appropriate communication between customers, stores and corporate functions.
- Track store-related complaints and identify recurring service gaps.
- Share customer feedback with the Retail and Operations teams to support service improvement.

5. CRM & Case Management

- Accurately record all customer interactions, complaints, requests and resolutions in the CRM/customer service system.
- Maintain complete and accurate customer records in accordance with company processes and data privacy requirements.
- Update case status, actions taken, escalation details and closure remarks.
- Ensure no customer complaint remains unattended or without appropriate follow-up.
- Maintain proper documentation of customer interactions for future reference and reporting.

6. Customer Experience & Brand Representation

- Act as a strong ambassador of the Skechers brand during every customer interaction.
- Deliver a consistent customer experience aligned with Skechers' brand values and service standards.
- Demonstrate empathy, patience and ownership when handling customer concerns.
- Understand customer needs and provide solutions rather than simply responding to queries.
- Ensure communication is professional, transparent and aligned with approved company policies.

7. Cross-functional Coordination

Work closely with relevant stakeholders, including:

- Retail Operations
- E-commerce
- Warehouse & Supply Chain
- Logistics / Courier Partners
- Finance
- IT
- Marketing
- Product / Merchandising
- Legal, where required
- Store Operations
- Regional / Area Teams

Ensure effective coordination and timely closure of customer-related issues.

8. Customer Feedback & Insights

- Capture customer feedback, suggestions and service concerns.




- Identify recurring customer pain points and communicate trends to the reporting manager.
- Support the preparation of customer feedback reports and dashboards.
- Highlight frequent complaints related to:
- Products
- Stores
- Website
- Delivery
- Returns/refunds
- Customer service
- Promotions

- Provide actionable insights to relevant teams for improving customer experience.

9. Service Quality & Performance Monitoring

- Adhere to defined customer service KPIs and SLAs.
- Monitor personal performance against parameters such as:
- Response Time
- Resolution Time
- First Contact Resolution
- Complaint Closure
- Customer Satisfaction
- Quality of Interaction
- Case Backlog
- Escalation Rate

- Maintain high standards of accuracy and service quality.
- Participate in regular quality audits, coaching sessions and process improvement initiatives.

10. Process & Policy Adherence

- Follow all approved customer service policies, SOPs and escalation matrices.
- Ensure customers receive information that is accurate and consistent with company policies.
- Avoid unauthorized commitments, discounts, refunds, replacements or exceptions.
- Maintain confidentiality of customer information and adhere to applicable data privacy and information-security requirements.
- Ensure all customer interactions are handled in accordance with company guidelines.

11. Reporting & MIS

- Prepare and maintain daily/weekly/monthly customer service reports as required.
- Track:
- Total customer contacts
- Complaints received
- Complaints resolved
- Pending cases
- TAT adherence
- Escalations
- Customer feedback
- Major complaint categories
- Repeat complaints

- Support the reporting manager with customer service dashboards and management presentations.
- Maintain accurate records for business reviews and audits.

12. Continuous Improvement

- Identify opportunities to improve customer service processes and reduce repetitive customer complaints.
- Recommend improvements in FAQs, communication templates, SOPs and customer journeys.
- Support automation and digital initiatives aimed at improving customer experience.
- Participate in customer experience improvement projects and new process rollouts.

About Skechers

Skechers, a global Fortune 500® company, develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,300 Skechers retail locations.

📌 Customer Care Executive (India)
🏢 SKECHERS SOUTH ASIA PRIVATE
📍 India