Designation: SR. Customer Care Executive

Experience: 3 to 5 yrs

Key Responsibilities:

1. Customer Support & Query Resolution:
- Handle customer inquiries via phone, email, WhatsApp, chat, social media, and marketplaces.
- Resolve product-related questions, order issues, payment concerns, and delivery complaints.
- Provide accurate information about skincare, makeup, haircare, and beauty products.
- Ensure timely resolution of customer complaints while maintaining high customer satisfaction.

2. Order Management:
- Monitor and manage customer orders from placement to delivery.
- Coordinate with logistics and warehouse teams regarding shipment delays, returns, and replacements.
- Process cancellations, refunds, exchanges, and return requests according to company policies.
- Track order status and proactively update customers.

3. Customer Experience & Retention:
- Build robust customer relationships and enhance brand loyalty.
- Follow up with customers after purchases to gather feedback.
- Identify opportunities for upselling and cross-selling products.




- Handle VIP customers and escalated complaints professionally.

4. CRM & Ticket Management:
- Maintain accurate customer records in CRM systems.
- Update customer interactions, complaints, and resolutions.
- Track support tickets and ensure SLA compliance.
- Analyze recurring customer issues and suggest process improvements.

5. Social Media & Community Support:
- Respond to customer comments, messages, and reviews across social media platforms.
- Manage customer interactions while maintaining the brand voice.
- Escalate negative reviews or sensitive issues to relevant teams.

6. Coordination with Internal Teams:
- Work closely with marketing, operations, warehouse, and product teams.
- Share customer feedback related to products, packaging, and service quality.
- Support campaign launches and promotional activities by handling customer inquiries.

7. Reporting & Performance Tracking:
- Prepare daily, weekly, and m

📌 Sr. Customer Care Executive (Wadala)
🏢 PP Consumer private
📍 Wadala