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 solid 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/manage

📌 Customer Care Executive (Mumbai)
🏢 Skechers
📍 Mumbai