JOB DESCRIPTION

Customer Care Executive – E-Commerce Department

Position Details

Designation- Customer Care Executive – E-Commerce

Department- E-Commerce / Customer Experience

Experience- 0.6 – 2 Years

Salary- ₹20,000 – ₹23,000 In-Hand per Month

Location- Greater Noida, Ecotech-1

Industry Preference- E-Commerce / D2C / Retail / Garment / Fashion

Joining Preference- Immediate / Short Notice

Reporting To- E-Commerce / Customer Experience Manager

1. Job Purpose

The Customer Care Executive will be responsible for managing customer queries, complaints, order-related issues, returns, exchanges, cancellations and post-purchase support across various E-Commerce and D2C channels.

The role requires excellent communication skills, a customer-first approach and the ability to coordinate effectively with internal teams such as E-Commerce, Warehouse, Dispatch, Logistics, Sales and Finance to ensure timely resolution of customer issues.

2. Key Responsibilities

A. Customer Query Management

- Handle customer queries through phone, email, WhatsApp, chat and other customer-support channels.
- Provide accurate information regarding products, prices, availability, offers and order status.
- Understand customer concerns and provide appropriate resolutions within defined timelines.
- Maintain a professional and courteous communication style with customers.
- Follow up with customers wherever required until the issue is resolved.

B. Order Management & Support

- Track customer orders from order placement to delivery.
- Handle queries related to delayed, failed, cancelled or undelivered orders.
- Coordinate with warehouse and logistics partners for delivery-related issues.
- Assist customers with order modifications wherever operationally possible.
- Monitor and follow up on pending/open customer complaints.

C. Returns, Refunds & Exchanges





- Handle customer requests related to returns, exchanges and cancellations.
- Verify return/exchange eligibility as per company policy.
- Coordinate with warehouse/logistics teams for reverse pickups.
- Follow up on refund status and communicate timelines to customers.
- Maintain proper records of returns, exchanges, refunds and cancellations.

D. Complaint Resolution

- Identify the root cause of customer complaints and provide suitable solutions.
- Escalate unresolved or critical complaints to the concerned team/manager.
- Maintain an updated complaint tracker.
- Ensure complaints are closed within the defined TAT.
- Identify recurring customer issues and highlight them to the E-Commerce team.

E. E-Commerce Platform Support

- Handle customer queries arising from various marketplaces and D2C platforms.
- Coordinate with marketplace teams wherever required.
- Check order/customer information in the relevant E-Commerce systems.
- Support resolution of issues related to incorrect products, damaged products, missing items, delivery issues and payment-related queries.

F. Customer Feedback & Reporting

- Record customer feedback and complaints accurately.
- Prepare daily/weekly reports on customer queries, complaints, returns, refunds and resolutions.
- Monitor pending cases and ensure timely closure.
- Share recurring customer feedback with the E-Commerce team for process improvement.

G. Internal Coordination

- Coordinate with E-Commerce, Warehouse,



Dispatch, Logistics, Finance and other relevant departments.
- Ensure timely resolution of customer-related operational issues.
- Maintain clear communication and proper documentation for escalated cases.

3. Candidate Profile

Essential Skills

- Good verbal and written communication skills.
- Good Hindi and English communication.
- Customer-handling and problem-solving ability.
- Basic knowledge of MS Excel / Google Sheets.
- Comfortable working with E-Commerce portals and customer-support systems.
- Valuable follow-up and coordination skills.
- Ability to handle multiple customer queries simultaneously.
- Patience and a customer-oriented approach.

4. Preferred Experience

Candidates with experience in:

- E-Commerce / D2C brands
- Fashion / Garment / Retail industry
- Marketplace customer support
- Amazon / Flipkart / Myntra / other marketplace operations
- CRM / Helpdesk / Customer Support
- Order management, returns and refunds

will be preferred.

5. Educational Qualification

- Graduate in any discipline preferred.
- Candidates with relevant customer-care / E-Commerce experience may also be considered based on skills and communication ability.

6. Desired Competencies

- Customer-centric attitude
- Good communication
- Active listening
- Problem-solving
- Patience and empathy
- Ownership and accountability
- Attention to detail
- Good coordination skills
- Ability to work under pressure
- Time management
- Basic analytical and reporting skills

7. Systems / Tools

The candidate should be comfortable working with:

- MS Excel / Google Sheets
- E-Commerce order management systems
- CRM / Customer Support platforms
- WhatsApp / Chat Support
- Email
- Marketplace Seller Portals
- Internal ERP / E-Commerce software

📌 Customer Care Executive (Noida)
🏢 BONJOUR
📍 Noida