Designation
SR. Customer Care Executive
Experience
3 to 5 yrs

Key Responsibilities:
Customer Support & Query Resolution
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.
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.
Customer Experience & Retention
Build solid customer relationships and enhance brand loyalty.
Follow up with customers after purchases to gather feedback.
Identify prospects for upselling and cross-selling products.
Handle VIP customers and escalated complaints professionally.
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.
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.
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.
Reporting & Performance Tracking
Prepare daily, weekly, and monthly customer service reports.
Monitor KPIs such as:
Customer Satisfaction (CSAT)
First Respo

📌 Sr Customer Care Executive Wadala
🏢 PP Consumer private
📍 Wadala