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 qualified 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 w
📌 Customer Care Executive (India)
🏢 BONJOUR
📍 India