Role & responsibilities

1. Customer Query & Complaint Management

- Handle customer queries, requests, complaints and feedback through designated customer service channels.
- Understand customer concerns clearly and provide accurate, relevant and timely responses.
- Resolve customer issues at the first point of contact wherever possible.
- Demonstrate empathy, patience and professionalism while dealing with customers.
- Handle difficult, escalated or sensitive customer interactions in a calm and solution-oriented manner.
- Ensure that every customer interaction reflects Skechers' commitment to delivering an exceptional customer experience.

2. Issue Resolution & Internal Coordination

- Coordinate with relevant internal teams such as Retail Operations, E-commerce, Warehouse, Logistics, Finance, IT and other support functions for resolution of customer concerns.
- Follow up with internal stakeholders to ensure issues are resolved within defined timelines.
- Maintain ownership of customer issues until closure and avoid unnecessary hand-offs.
- Escalate unresolved or critical issues to the appropriate supervisor/manager.
- Ensure customers are kept informed about the status of their requests wherever required.

3. Customer Experience Management

- Deliver a consistent, qualified and customer-centric experience across all interactions.
- Build positive relationships with customers through effective communication and problem-solving.
- Identify recurring customer concerns and highlight trends or issues to the reporting manager.
- Capture customer feedback and share relevant insights with the team for service improvement.
- Contribute towards improving customer satisfaction and overall customer experience.

4. Order, Product & Service-Related Support

- Assist customers with queries related to products, orders, deliveries, returns, exchanges, refunds and other service-related matters, as applicable.
- Understand and communicate relevant company policies and processes accurately.




- Guide customers on the appropriate process for resolving their concerns.
- Coordinate with relevant teams to track pending orders, returns, refunds or other customer requests.
- Ensure that commitments made to customers are followed through within the agreed timelines.

5. Complaint Escalation & Follow-Up

- Identify complaints requiring escalation and ensure they are routed to the appropriate team.
- Maintain proper follow-up on escalated cases until resolution.
- Ensure all customer interactions and actions taken are accurately documented.
- Highlight high-priority or recurring complaints to the reporting manager for corrective action.

6. Documentation & Reporting

- Maintain accurate records of customer interactions, complaints, resolutions and follow-ups.
- Update customer service systems/CRM tools with relevant information.
- Ensure timely closure and accurate categorization of customer cases.
- Prepare or contribute to daily/weekly reports on customer queries, complaints, pending cases and resolutions.
- Maintain confidentiality of customer and company information at all times.

7. Process & Policy Adherence

- Follow defined customer service processes, SOPs and escalation matrices.
- Ensure compliance with company policies while addressing customer requests.
- Maintain prescribed service quality and response standards.
- Stay updated on Skechers products, promotions, policies, processes and customer service guidelines.
- Continuously improve product and process knowledge to provide accurate information to customers.

Preferred candidate profile

- Communication Skills
- Customer Orientation
- Problem-Solving
- Coordination & Teamwork
- Technology & Process Orientation

Role Requirements

- Willingness to work 6 days a week as per the business schedule.
- Comfortable working from the Skechers Corporate Office in Andheri East, Mumbai.
- Ability to handle high volumes of customer interactions during peak periods.
- Flexibility to manage changing priorities and business requirements.
- Immediate joiners are preferred.

📌 Customer Care Executive (Mumbai)
🏢 Skechers
📍 Mumbai