Role & responsibilities

1. Customer Query Handling

- Attend and respond to customer queries received through phone, email, website, marketplaces, and other customer service channels.

- Understand customer concerns clearly and provide accurate information and appropriate solutions.

- Ensure professional, polite, and timely communication with customers.

- Maintain a positive customer experience throughout the interaction.

1. Complaint Management

- Register and maintain complete records of all customer complaints.

- Identify and categorize complaints related to product quality, damage, missing parts, delivery, warranty, usage, replacement, refund, etc.

- Take complete ownership of assigned complaints until final resolution.

- Follow up regularly with customers and concerned internal departments.

- Ensure pending complaints are not left unattended.

1. Warranty &
- Product Support

- Verify invoices, product details, purchase dates, photographs/videos, and other documents required for warranty claims.

- Explain product warranty terms and policies clearly to customers.

- Assist customers with product usage, care, maintenance, and troubleshooting.

- Coordinate repair, replacement, spare-part, or service requirements.

1. Replacement &
- Refund Coordination

- Verify customer eligibility for replacements or refunds as per company policy.

- Obtain required internal approvals.

- Coordinate reverse pickup, replacement dispatch, or refund processing.

- Follow up until the customer confirms receipt and satisfactory closure.

1. Order &
- Delivery Support

- Assist customers with order status, shipment tracking, delivery delays, shortages, and incorrect deliveries.

- Coordinate with warehouse, logistics, e-commerce, and sales teams where required.





- Proactively communicate delays or changes to customers.

1. Internal Coordination

- Coordinate with departments such as Quality, Production, Warehouse, Logistics, Sales, E-commerce, Accounts, and Service.

- Follow up internally for timely resolution of customer complaints.

- Escalate recurring product-quality or service issues to management.

- Ensure customers are not unnecessarily redirected between departments.

1. Customer Records &
- Documentation

- Maintain accurate customer complaint and interaction records.

- Update CRM/customer-care software or trackers regularly.

- Record product details, SKU, complaint type, action taken, pending department, and closure date.

- Maintain customer invoices, photographs, videos, approvals, and other supporting documents.

1. Escalation Management

Immediately escalate serious or sensitive matters such as:

- Product safety complaints

- Legal notices or consumer-forum complaints

- Social-media escalations

- Repeated unresolved complaints

- Serious product defects

- High-value customer complaints

- Complaints pending beyond defined turnaround time

1. Customer Feedback

- Collect customer feedback after complaint resolution where required.

- Identify recurring reasons for customer dissatisfaction.

- Share customer feedback and product-related observations with management.

- Support continuous improvement of customer service processes.

1. Daily &
- Monthly Reporting

Prepare and maintain reports covering:

- Total queries received

- Total queries responded to

- Recent complaints registered

- Complaints resolved

- Complaints pending

- Complaints pending for more than 24/48/72 hours

- Replacement cases

- Refund cases

- Spare-part cases

- Department-wise pending complaints

- Complaint ageing

- Repeat complaints

📌 Walk-in || Customer Care Executive (Mumbai)
🏢 Vinod Cookware
📍 Mumbai