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.
Robust 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