CUSTOMER CARE EXECUTIVE

Autonity Private Limited; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

Autonity Private Limited is hiring a Customer Support Specialist in Bengaluru to handle queries across calls, emails, WhatsApp, social media, and e-commerce platforms. You will guide customers on orders, payments, tracking, and website/app issues.

You will resolve escalated complaints related to orders, deliveries, returns, refunds, warranties, and fitment, while coordinating with logistics and wholesale teams to ensure smooth operations.

Responsibilities

• Handle customer queries across calls, emails, WhatsApp, social media, and e-commerce platforms.
• Resolve escalated complaints related to online orders, deliveries, cancellations, returns, refunds, warranties, and fitment issues.
• Provide accurate product guidance on helmets, riding jackets, gloves, luggage, and other riding accessories.
• Assist customers with order placement, payment issues, tracking, and website/app-related queries.
• Identify B2B / bulk purchase inquiries and pass them to the Wholesale Department.
• Coordinate with logistics, warehouse, marketplace partners, and service teams order fulfilment and issue resolution.
• Track replacements, refunds, cancellations, and warranty claims.
• Collect customer feedback from online channels and marketplaces and share insights with product and operations teams.

Skills

Customer support

Escalation handling

Order coordination

Multi-channel communication

Job description

Job Description

Customer Support & Escalation HandlingHandle customer queries across calls, emails, WhatsApp, social media, and e-commerce platformsResolve escalated complaints related to online orders, deliveries, cancellations, returns, refunds, warranties, and fitment issuesProvide accurate product guidance on helmets, riding jackets, gloves, luggage, and other riding accessories for online and offline customersAssist customers with order placement, payment issues, tracking, and website/app-related queriesIdentify B2B / bulk purchase inquiries and promptly pass them to the Wholesale DepartmentEnsure first-contact resolution wherever possible to improve customer satisfactionSales & Demand CoordinationAchieve assigned sales targets through effective customer engagement and timely follow-upsReview sales patterns, demand trends, and fast-moving / slow-moving productsCoordinate with the Purchase Department to ensure required products are procured on time and stock availability is maintainedOrder & After-Sales CoordinationCoordinate with logistics, warehouse, marketplace partners, and service teams order fulfilment and issue resolutionTrack replacements, refunds, cancellations, and warranty claims across website and Customer care ordersMaintain accurate and up-to-date record.Customer Experience ImprovementIdentify recurring customer issues related to products, deliveries, payments, or platforms and suggest preventive actionsCollect customer feedback from online channels and marketplaces and share insights with product and operations teams