Job DescriptionJOB DESCRIPTION

NCustomer Care Executive –E-Commerce Department

NPosition Details

nDesignation-Customer Care Executive – E-Commerce

NDepartment-E-Commerce / Customer Experience

NExperience-0.6 – 2 Years

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

NLocation-Greater Noida, Ecotech-1

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

NJoining Preference-Immediate / Short Notice

NReporting To-E-Commerce /Customer Experience Manager

N1. Job Purpose

nThe 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.

NThe 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.

N2. Key Responsibilities

NA. Customer Query Management

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

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

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

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

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

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

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- Coordinate with E-Commerce, Warehouse, Dispatch, Logistics,



Finance and other relevant departments.
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- Ensure timely resolution of customer-related operational issues.
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- Maintain clear communication and proper documentation for escalated cases.
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n3. Candidate Profile

NEssential Skills

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- Good verbal and writtencommunication skills.
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- Good Hindi and English communication.
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- Customer-handling and problem-solving ability.
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- Basic knowledge of MS Excel / Google Sheets.
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- Comfortable working with E-Commerce portals and customer-support systems.
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- Positive follow-up and coordination skills.
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- Ability to handle multiple customer queries simultaneously.
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- Patience and a customer-oriented approach.
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n4. Preferred Experience

NCandidates with experience in:

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

N5. Educational Qualification

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- Graduate in any discipline preferred.
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- Candidates with relevant customer-care / E-Commerce experience may also be considered based on skills and communication ability.
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n6. Desired Competencies

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- Customer-centric attitude
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- Good communication
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- Active listening
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- Problem-solving
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- Patience and empathy
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- Ownership and accountability
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- Attention to detail
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- Good coordination skills
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- Ability to work under pressure
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- Time management
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- Basic analytical and reporting skills
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n7. Systems / Tools

NThe candidate should be comfortable working with:

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- MS Excel / GoogleSheets
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- E-Commerce order management systems
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- CRM / Customer Support platforms
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- WhatsApp / Chat Support
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- Email
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- Marketplace Seller Portals
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- Internal ERP / E-Commerce software
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📌 Hiring: Customer Care Executive (Faridabad)
🏢 BONJOUR
📍 Faridabad