Customer Care Executive

Skechers South Asia Private Limited

Mumbai

On-site

INR 300,000 - 420,000

Full time

14 days+

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Job summary

Skechers India Private Limited is seeking a Customer Care Executive to deliver high-quality, customer-centric service across multiple touchpoints. The role interfaces with Retail, E-commerce, Logistics, and other teams to resolve queries, complaints, orders and service requests, while maintaining Skechers’ premium customer experience.

The ideal candidate will demonstrate strong communication, empathy, problem-solving, and attention to detail, ensuring timely resolutions in line with brand

Qualifications

Strong communication skills
Empathy and problem-solving ability
Attention to detail
Understanding of customer service standards in premium retail environment

Responsibilities

Handle customer queries and complaints across multiple channels (phone, email, website, social media, e-commerce, retail store)
Ensure timely resolution of queries, complaints, feedback, orders and service requests
Coordinate with Retail, E-commerce, Logistics, Warehouse, Finance, Marketing, Product, IT and other teams to resolve issues within defined turnaround times
Record all interactions in CRM and maintain accurate customer records
Maintain brand-aligned, professional customer experience and escalate complex cases as needed
Monitor KPIs and contribute to process improvements to enhance customer satisfaction

Job description

The Customer Care Executive will be responsible for delivering a high-quality, consistent, and customer-centric experience to Skechers India customers across multiple touchpoints. The role will serve as a key interface between the customer and the organization, ensuring timely resolution of queries, complaints, feedback, product-related concerns, order-related issues, and service requests. The incumbent will work closely with Retail, E-commerce, Logistics, Warehouse, Finance, Marketing, Product, IT and other relevant teams to resolve customer issues effectively and within defined turnaround times. The role requires strong communication skills, empathy, problem-solving ability, attention to detail, and a strong understanding of customer service standards in a premium retail environment.

KEY RESPONSIBILITIES

Customer Query & Complaint Management
Handle customer queries and complaints received through multiple channels, including:
- Phone calls
- Emails
- Website / Contact Us
- Social media/customer messaging channels, where applicable
- E-commerce platforms
- Retail store escalations
- Other customer communication platforms
Understand customer concerns and provide accurate, relevant and timely resolutions.
Handle queries related to:
- Product availability
- Product specifications and features
- Size and fit
- Orders and deliveries
- Returns and exchanges
- Refunds
- Warranty-related concerns
- Product defects/damages
- Store-related experiences
- Promotions and offers
- Gift cards/vouchers, where applicable
- Online purchase issues
Maintain a professional, courteous and empathetic approach while dealing with customers.
Complaint Resolution & Escalation Management
Take ownership of customer complaints from initiation through closure.
Investigate complaints by coordinating with relevant internal teams and external partners.
Ensure complaints are resolved within defined Turnaround Time (TAT) and service-level standards.
Escalate complex, sensitive or high-priority cases to the appropriate team/manager.
Track escalated cases until closure and ensure customers receive timely updates.
Identify recurring issues and highlight them to the reporting manager for corrective action.
Handle dissatisfied or irate customers professionally while protecting the brand experience.
Order & E-commerce Support
Assist customers with online order-related queries, including:
- Order confirmation
- Order status
- Shipment tracking
- Delivery delays
- Cancellation requests
- Returns and exchanges
- Refund status
- Incorrect/missing products
- Damaged products
Coordinate with the E-commerce, Warehouse, Logistics and relevant third-party partners for issue resolution.
Ensure customers are kept informed throughout the resolution process.
Follow established policies and processes while ensuring a customer-friendly approach.
Retail Store Customer Support
Coordinate with Skechers retail stores on customer complaints and service-related issues.
Support store teams in resolving customer concerns that require corporate intervention.
Ensure appropriate communication between customers, stores and corporate functions.
Track store-related complaints and identify recurring service gaps.
Share customer feedback with the Retail and Operations teams to support service improvement.
CRM & Case Management
Accurately record all customer interactions, complaints, requests and resolutions in the CRM/customer service system.
Maintain complete and accurate customer records in accordance with company processes and data privacy requirements.
Update case status, actions taken, escalation details and closure remarks.
Ensure no customer complaint remains unattended or without appropriate follow-up.
Maintain proper documentation of customer interactions for future reference and reporting.
Customer Experience & Brand Representation
Act as a strong ambassador of the Skechers brand during every customer interaction.
Deliver a consistent customer experience aligned with Skechers' brand values and service standards.
Demonstrate empathy, patience and ownership when handling customer concerns.
Understand customer needs and provide solutions rather than simply responding to queries.
Ensure communication is professional, clear and aligned with approved company policies.
Cross-functional Coordination
Work closely with relevant stakeholders, including:
- Retail Operations
- E-commerce
- Warehouse & Supply Chain
- Logistics / Courier Partners
- Finance
- IT
- Marketing
- Product / Merchandising
- Legal, where required
- Store Operations
- Regional / Area Teams
Ensure effective coordination and timely closure of customer-related issues.
Customer Feedback & Insights
Capture customer feedback, suggestions and service concerns.
Identify recurring customer pain points and communicate trends to the reporting manager.
Support the preparation of customer feedback reports and dashboards.
Highlight frequent complaints related to:
- Products
- Stores
- Website
- Delivery
- Returns/refunds
- Customer service
- Promotions
Provide actionable insights to relevant teams for improving customer experience.
Service Quality & Performance Monitoring
Adhere to defined customer service KPIs and SLAs.
Monitor personal performance against parameters such as:
- Response Time
- Resolution Time
- First Contact Resolution
- Complaint Closure
- Customer Satisfaction
- Quality of Interaction
- Case Backlog
- Escalation Rate
Maintain high standards of accuracy and service quality.
Participate in regular quality audits, coaching sessions and process improvement initiatives.
Process & Policy Adherence
Follow all approved customer service policies, SOPs and escalation matrices.
Ensure customers receive information that is accurate and consistent with company policies.
Avoid unauthorized commitments, discounts, refunds, replacements or exceptions.
Maintain confidentiality of customer information and adhere to applicable data privacy and information-security requirements.
Ensure all customer interactions are handled in accordance with company guidelines.
Reporting & MIS
Prepare and maintain daily/weekly/monthly customer service reports as required.
Track:
- Total customer contacts
- Complaints received
- Complaints resolved
- Pending cases
- TAT adherence
- Escalations
- Customer feedback
- Major complaint categories
- Repeat complaints
Support the reporting manager with customer service dashboards and management presentations.
Maintain accurate records for business reviews and audits.
Continuous Improvement
Identify opportunities to improve customer service processes and reduce repetitive customer complaints.
Recommend improvements in FAQs, communication templates, SOPs and customer journeys.
Support automation and digital initiatives aimed at improving customer experience.
Participate in customer experience improvement projects and new process rollouts.

About Skechers Skechers, a global Fortune 500® company, develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,300 Skechers retail locations. Join our team of innovators, creators, and designers. Skechers, the global leader in comfort technologies, brings together employees from around the globe to deliver stylish products for people of all ages. Our employees are passionate about more than just the products we design, employees – we value community involvement and give back to local communities through a variety of initiatives including Skechers Foundation and Bobs for Dogs. Learn more about who Skechers supports local communities around the world. Stay up to date on our brand, job openings, community involvement, and more via LinkedIn. Skechers, a global Fortune 500® company, develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,300 Skechers retail locations. From footwear to apparel and accessories, Skechers has a product for you and your family. Learn more about our many product offerings here.

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