Job Description – Customer Care Executive

Location: [Noida, India]
Employment Type: Full time
Experience: 1–2 years
Salary Range: ₹10,000 – ₹15,000 per month

About STRUTT

STRUTT is a fast-growing 360° Travel Lifestyle brand, creating innovative travel products for the modern explorer. We retail across D2C, marketplaces, and offline partnerships, with customer delight at the core of our brand promise.

Role Overview

We are looking for a Customer Care Executive who will be the voice of STRUTT across all customer touchpoints. The role involves managing customer queries, emails, calls, WhatsApp messages, and social media interactions, ensuring a smooth and delightful experience for every customer.

Key Responsibilities

1. Customer Support & Query Resolution

- Handle customer queries across WhatsApp, phone calls, emails, website and marketplaces.
- Take complete ownership of customer complaints and resolve them end-to-end.
- Manage order-related queries, cancellations, returns, exchanges, refunds and warranty claims.
- Coordinate with internal teams to ensure quick and effective resolutions.
- Proactively follow up with customers on pending issues and ensure timely closure.

2. Logistics & Dispatch Management

- Oversee daily order processing, dispatch and delivery tracking across D2C and marketplace channels.
- Coordinate with warehouse, packing and logistics partners to ensure timely dispatches.
- Monitor shipments and proactively identify delivery delays, failed deliveries and RTOs (Return to Origin).
- Manage NDR (Non-Delivery Reports) and coordinate with customers and courier partners for successful deliveries.
- Escalate and resolve issues involving lost, damaged or delayed shipments.
- Maintain accurate dispatch, delivery and returns records.

3. Customer Experience & Retention

- Ensure a smooth and positive customer experience from order placement to final delivery and beyond.




- Proactively communicate order updates, delays and resolutions to customers.
- Handle customer feedback, reviews and complaints professionally.
- Identify recurring customer issues and suggest improvements to products, packaging, delivery and service processes.
- Build customer trust through timely communication and effective problem-solving.

4. Reporting & Coordination

- Maintain daily reports on customer queries, complaints, dispatches, deliveries and returns.
- Track pending customer cases and ensure closure within defined timelines.
- Monitor logistics performance, delivery success rates and customer satisfaction.
- Coordinate with ecommerce, production, warehouse and logistics teams to improve operational efficiency.

Skills & Requirements

- 1–3 years of experience in customer support, ecommerce operations or logistics coordination.
- Robust written and verbal communication skills in English and Hindi.
- Excellent problem-solving ability with a customer-first mindset.
- Comfortable using Excel, Google Sheets, WhatsApp Business and ecommerce dashboards.
- Familiarity with Shopify, Amazon, Myntra or courier aggregation platforms is an advantage.
- Ability to multitask, prioritise responsibilities and work independently.
- Strong follow-up skills, attention to detail and a sense of ownership.

Key Performance Indicators (KPIs)

- Customer query response time and resolution time.
- Percentage of customer issues resolved within SLA.
- On-time dispatch and delivery performance.
- Reduction in RTOs and failed deliveries.
- Customer satisfaction and complaint resolution quality.
- Accuracy of order, dispatch and returns reporting.

What We're Looking For

We are looking for someone who takes ownership rather than simply forwarding problems. The ideal candidate is proactive, resourceful, detail-oriented and comfortable working in a fast-paced startup environment.

Job Type: Full-time

Pay: ₹10,000.00 - ₹15,000.00 per month

Work Location: In person

📌 Customer Care Executive (Noida)
🏢 Hitchhiking Vespa
📍 Noida