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 (Uttar Pradesh)
🏢 BONJOUR
📍 Uttar Pradesh