Senior Executive - Customer Care

Customer Care Executive (E-commerce)

We are a fast-growing e-commerce company looking for a skilled, friendly, and responsible Customer Care Executive to join our team. The ideal candidate should be able to communicate effectively with customers, provide excellent support, and handle customer inquiries and issues professionally.

Job Responsibilities:

• Respond to customer inquiries via inbox, phone calls, and live chat regarding products, orders, and services.

• Receive and process customer orders accurately in the system.

• Confirm customer orders and prepare them for the delivery team.

• Collect and maintain customer information, including addresses, phone numbers, and other necessary details.

• Handle customer complaints and issues professionally, and escalate them when necessary.

• Prepare and maintain reports such as order lists, delivery status reports, and customer records.

• Coordinate with other team members to ensure smooth business operations.

• Follow company policies, procedures, and operational guidelines at all times.

• Provide excellent customer service to ensure customer satisfaction and retention.

• Assist customers with product information, order tracking, and after-sales support.

• Follow up with customers regarding pending, unconfirmed, cancelled, and incomplete orders.

• Coordinate with courier and delivery teams to resolve delayed, returned, or unsuccessful deliveries.

• Manage product return, exchange, refund, and warranty-related requests according to company policy.

• Verify customer information and order details before confirming Cash on Delivery (COD) orders.