Role & responsibilities
- Handle customer enquiries through calls, WhatsApp, email and online chat professionally and promptly.
- Assist customers with product information, offers, order placement, payment queries and delivery timelines.
- Manage post-purchase queries, including ordertracking, cancellations, exchanges, returns and refunds, in line with company policies.
- Coordinate with stores, warehouses, lens-processing teams and courier partners for order fulfilment and issue resolution.
- Follow up on prescription submissions and missing order details, referring technical questions to the optical team.
- Proactively communicate order delays, product availability and dispatch updates.
- Handle complaints with patience, take ownership of cases and escalate issues when required.
- Maintain accurate records of customer conversations, commitments and resolutions.
- Follow up on purchase enquiries and abandoned checkouts where appropriate.




- Share recurring customer concerns and feedback to help improve online services. Preferred candidate profile
- Minimum 2 years of experience in customer care; e-commerce support experience preferred.
- Solid verbal and written communication skills in English and Hindi; Bengali will be an advantage.
- Experience handling customer complaints, escalations and post-purchase support.
- Working knowledge of CRM tools, Excel or Google Sheets, and order-management systems.
- Familiarity with Shopify will be an added advantage.
- Ability to multitask, prioritise queries and coordinate effectively across teams.
- A patient, empathetic and solution-oriented approach.
- Experience in eyewear, optical retail or contact lenses will be preferred.

📌 Customer Care Executive (Kolkata)
🏢 Himalaya Opticals
📍 Kolkata