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 robust 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, sensiti

📌 Customer Care Executive (Mumbai)
🏢 Skechers
📍 Mumbai