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 workplace.

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.

- 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.

- 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, clear and aligned with approved company policies.

- 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.

- 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.

- 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 (Mumbai)
🏢 Skechers
📍 Mumbai