Customer Care Executive

Skechers; Mumbai; On-site; INR 300,000 - 480,000; Full time

Job summary

Skechers India is seeking a Customer Care Executive to deliver a high-quality, customer-centric experience across phone, email, website and social channels. You will collaborate with Retail, E-commerce, Logistics and other teams to resolve queries and ensure timely resolutions.

The role requires strong communication, empathy and attention to detail to uphold Skechers' premium service standards and brand integrity in a fast-paced retail environment.

Qualifications

• Strong communication skills and empathy required.
• Problem-solving ability with a customer-first approach.
• Attention to detail and ability to work across teams.
• Experience in premium retail customer service is preferred.

Responsibilities

• Handle customer queries and complaints across multiple channels (phone, email, chat, social).
• Resolve product, order, and delivery issues within defined timelines.
• Coordinate with Retail, E-commerce, Logistics and other teams for issue resolution.
• Maintain professional, courteous, and empathetic customer interactions.
• Record interactions accurately in the CRM and ensure follow-ups.
• Escalate complex issues to the appropriate teams when needed.
• Provide timely updates to customers on resolution progress.
• Share customer feedback with relevant stakeholders for service improvement.

Skills

Communication skills

Empathy

Problem-solving

Attention to detail

Customer service standards

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
• Promotion 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 trackingDelivery 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 the 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 casesTAT 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.