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 transparent 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.
- Good 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

📌 Hiring: Customer Care Executive (Agra)
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