We are looking for a proactive and customer-focused E-commerce Customer Care Executive to manage end-to-end customer interactions and backend support for FABK’s online store. The role involves handling customer queries, ensuring smooth order processing, coordinating with internal teams, and enhancing overall customer experience across digital channels.

Social Media & Online Reputation Management

- Respond to DMs and comments on platforms like Instagram & Facebook
- Handle influencer/customer queries
- Monitor reviews and ratings
- Address negative feedback professionally

Customer Experience & Retention

- Follow up with customers post-delivery
- Collect feedback and reviews
- Build long-term relationships with repeat buyers
- Suggest upselling/cross-selling (blouses, accessories, combos)

Coordination with Internal Teams

- Work closely with:

- Warehouse team (dispatch, packaging)

- Logistics partners (delivery tracking)

- Marketing team (offers, campaigns)

- Escalate issues like:

- Delayed shipments

- Stock mismatch

- Payment failures

Returns, Exchanges & Refunds (Reverse Logistics)

- Manage complete return/exchange lifecycle :

- Initiate return requests

- Coordinate pickup with logistics

- Verify returned sarees (quality check)





- Process refunds and store credits

- Update systems with return status

- Handle customer disputes professionally

Customer Interaction & Support (Front-End)

- Assist customers with:

- Saree selection (fabric, draping style, occasion-based suggestions)

- Pricing, offers, and customization options

- Provide accurate information on products, availability, and delivery timelines :

- Resolve complaints related to:

- Quality issues

- Delivery delays

- Wrong/damaged products

- Ensure quick resolution within SLA timelines and maintain brand tone

Reporting & Analytics

- Prepare daily/weekly reports on:

- Orders processed

- Returns & cancellations

- Customer complaints

- Identify trends in customer issues and suggest improvements

- Share insights with management for service improvement

Quality Control & Process Improvement

- Identify recurring issues in:

- Products

- Delivery

- Customer complaints

- Suggest improvements in SOPs

- Ensure adherence to company policies and service standards

Job Types : Full time, Permanent, Fresher

Pay: ₹18,000.00 - ₹25,000.00 per month

Work Location: In person

📌 E-commerce Executive (Gopalapuram)
🏢 FABK
📍 Gopalapuram