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