Role & responsibilities

Customer Care
Handle customer queries received through phone calls, emails, website and other communication channels.
Respond to customer complaints professionally and within the defined turnaround time.
Assist customers regarding product information, usage, warranty, replacement, service and spare parts.
Coordinate with internal departments, distributors, service centres, warehouse and logistics teams for complaint resolution.
Track pending customer complaints and ensure proper closure.
Maintain records of customer complaints, resolutions and recurring issues.
Follow up with customers wherever required to ensure satisfactory resolution.
Escalate critical or unresolved complaints to the concerned senior team member.
Maintain qualified and courteous communication with customers at all times.

Vinod Cookware Website Management
Monitor and process orders received through the Vinod Cookware website.
Coordinate with the warehouse and logistics team for timely order dispatch and delivery.
Monitor cancelled, failed,



returned and undelivered orders.
Update customers regarding order status, delays, returns and refunds.
Ensure product prices, discounts, offers and promotional information are correctly reflected on the website.
Coordinate for adding or updating products, SKUs, descriptions, images, MRP, selling prices and product specifications.
Monitor product stock availability on the website and coordinate inventory updates.
Check the website regularly for incorrect information, broken links, unavailable products or other customer-facing issues.
Coordinate with the website/development team for technical issues and required website changes.
Support website promotional campaigns, coupon codes, festive offers and recent product launches.
Monitor customer reviews and feedback received through the website.
Prepare basic reports for website orders, cancellations, returns, refunds and customer complaints.

📌 Customer Care Executive & Website Operations Mumbai (India)
🏢 Vinod Cookware
📍 India