Customer Care Executive

Skechers South Asia Private Limited; Mumbai; On-site; INR 300,000 - 450,000; Full time

Job summary

Skechers South Asia Private Limited is seeking a Customer Care Executive to deliver a high-quality, customer-centric experience for Skechers India customers across phone, email, website and social channels.

You will resolve queries, manage complaints, coordinate with Retail, E-commerce, Logistics and other teams, and ensure timely, policy-compliant solutions that uphold the Skechers brand standards and drive customer satisfaction.

Qualifications

• Strong communication skills, empathy and problem-solving ability.
• Attention to detail and customer service orientation.

Responsibilities

• Handle customer queries and complaints across multiple channels.
• Resolve issues within defined turnaround times and escalate when needed.
• Coordinate with Retail, E-commerce, Logistics, Warehouse, Finance, Marketing, Product and IT teams.
• Maintain accurate CRM records and follow company policies.
• Uphold Skechers brand standards in interactions.

Skills

Communication skills

Empathy

Problem-solving

Attention to detail

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 RESPONSIBILITIES1. Customer Query & Complaint ManagementHandle customer queries and complaints received through multiple channels, including:Phone callsEmailsWebsite / Contact UsSocial media/customer messaging channels, where applicableE-commerce platformsRetail store escalationsOther customer communication platformsUnderstand customer concerns and provide accurate, relevant and timely resolutions.Handle queries related to:Product availabilityProduct specifications and featuresSize and fitOrders and deliveriesReturns and exchangesRefundsWarranty-related concernsProduct defects/damagesStore-related experiencesPromotions and offersGift cards/vouchers, where applicableOnline purchase issuesMaintain a professional, courteous and empathetic approach while dealing with customers.2. Complaint Resolution & Escalation ManagementTake 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.3. Order & E-commerce SupportAssist customers with online order-related queries, including:Order confirmationOrder statusShipment trackingDelivery delaysCancellation requestsReturns and exchangesRefund statusIncorrect/missing productsDamaged productsCoordinate 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.4. Retail Store Customer SupportCoordinate 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.5. CRM & Case ManagementAccurately 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.6. Customer Experience & Brand RepresentationAct 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.7. Cross-functional CoordinationWork closely with relevant stakeholders, including:Retail OperationsE-commerceWarehouse & Supply ChainLogistics / Courier PartnersFinanceITMarketingProduct / MerchandisingLegal, where requiredStore OperationsRegional / Area TeamsEnsure effective coordination and timely closure of customer-related issues.8. Customer Feedback & InsightsCapture 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:ProductsStoresWebsiteDeliveryReturns/refundsCustomer servicePromotionsProvide actionable insights to relevant teams for improving customer experience.9. Service Quality & Performance MonitoringAdhere to defined customer service KPIs and SLAs.Monitor personal performance against parameters such as:Response TimeResolution TimeFirst Contact ResolutionComplaint ClosureCustomer SatisfactionQuality of InteractionCase BacklogEscalation RateMaintain high standards of accuracy and service quality.Participate in regular quality audits, coaching sessions and process improvement initiatives.10. Process & Policy AdherenceFollow 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.11. Reporting & MISPrepare and maintain daily/weekly/monthly customer service reports as required.Track:Total customer contactsComplaints receivedComplaints resolvedPending casesTAT adherenceEscalationsCustomer feedbackMajor complaint categoriesRepeat complaintsSupport the reporting manager with customer service dashboards and management presentations.Maintain accurate records for business reviews and audits.12. Continuous ImprovementIdentify 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 SkechersSkechers, 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.