Executive - Customer Care

skechers; Mumbai; On-site; INR 250,000 - 450,000; Full time

Job summary

Skechers India is seeking a Customer Care Executive to join its Customer Care team on third-party payroll through Spectrum. The role focuses on handling customer queries, complaints and service requests with professionalism and empathy from our Andheri East office in Mumbai.

The ideal candidate will demonstrate excellent communication skills, coordinate with internal teams to drive timely resolutions and deliver a consistent, customer‑centric experience across all interactions.

Responsibilities

• Handle customer queries, complaints and requests via designated service channels with empathy and professionalism.
• Coordinate with internal teams (Retail Operations, E-commerce, Warehouse, Logistics, Finance, IT) to resolve issues within defined timelines.
• Deliver a consistent, customer-centric experience across all interactions.
• Assist customers with queries related to products, orders, deliveries, returns, exchanges, refunds and other service-related matters.
• Document interactions and update CRM systems with accurate information; ensure timely closure of cases.

Skills

Communication skills

Job description

Skechers India is looking for a Customer Care Executive to join its Customer Care team on third-party payroll through Spectrum. The incumbent will be responsible for handling customer queries, complaints, requests and service-related interactions while ensuring a high level of customer satisfaction.The role requires a highly customer-focused individual with excellent communication skills, a positive attitude and the ability to coordinate effectively with internal teams to drive timely resolution of customer concerns.The ideal candidate should be comfortable handling multiple customer interactions, understanding customer requirements, identifying appropriate solutions and maintaining a professional and empathetic approach throughout the interaction.

Designation: Executive

Role: Customer Care

Employment Type: Third-Party Payroll - Spectrum

Department: Customer Care / Customer Experience

Location: Andheri East, Mumbai

Work Mode: Corporate Office

Working Days: 6 Days a Week

Joining: Immediate Joiners Preferred

Key Responsibilities

• Customer Query & Complaint Management: Handle customer queries, requests, complaints and feedback through designated customer service channels. Understand customer concerns clearly and provide accurate, relevant and timely responses. Resolve customer issues at the first point of contact wherever possible. Demonstrate empathy, patience and professionalism while dealing with customers. Handle difficult, escalated or sensitive customer interactions in a calm and solution-oriented manner. Ensure that every customer interaction reflects Skechers' commitment to delivering an exceptional customer experience.
• Issue Resolution & Internal Coordination: Coordinate with relevant internal teams such as Retail Operations, E-commerce, Warehouse, Logistics, Finance, IT and other support functions for resolution of customer concerns. Follow up with internal stakeholders to ensure issues are resolved within defined timelines. Maintain ownership of customer issues until closure and avoid unnecessary hand-offs. Escalate unresolved or critical issues to the appropriate supervisor/manager. Ensure customers are kept informed about the status of their requests wherever required.
• Customer Experience Management: Deliver a consistent, professional and customer-centric experience across all interactions. Build positive relationships with customers through effective communication and problem-solving. Identify recurring customer concerns and highlight trends or issues to the reporting manager. Capture customer feedback and share relevant insights with the team for service improvement. Contribute towards improving customer satisfaction and overall customer experience.
• Order, Product & Service-Related Support: Assist customers with queries related to products, orders, deliveries, returns, exchanges, refunds and other service-related matters, as applicable. Understand and communicate relevant company policies and processes accurately. Guide customers on the appropriate process for resolving their concerns. Coordinate with relevant teams to track pending orders, returns, refunds or other customer requests. Ensure that commitments made to customers are followed through within the agreed timelines.
• Complaint Escalation & Follow-Up: Identify complaints requiring escalation and ensure they are routed to the appropriate team. Maintain proper follow-up on escalated cases until resolution. Ensure all customer interactions and actions taken are accurately documented. Highlight high-priority or recurring complaints to the reporting manager for corrective action.
• Documentation & Reporting: Maintain accurate records of customer interactions, complaints, resolutions and follow-ups. Update customer service systems/CRM tools with relevant information. Ensure timely closure and accurate categorization of customer cases. Prepare or contribute to daily/weekly reports on customer queries, complaints, pending cases and resolutions. Maintain confidentiality of customer and company information at all times.
• Process & Policy Adherence: Follow defined customer service processes, SOPs and escalation matrices. Ensure compliance with company policies while addressing customer requests. Maintain prescribed service quality and response standards. Stay updated on Skechers products, promotions, policies, processes and customer service guidelines. Continuously improve product and process knowledge to provide accurate information to customers.

Key Performance Areas / KPIs

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Response and Resolution TAT
• Call/Interaction Quality
• Complaint Closure Rate
• Pending/Escalated Cases
• Process & Policy Adherence
• Customer Feedback
• Accuracy of CRM/System Updates
• Attendance, Productivity & Schedule Adherence

Required Skills & Competencies

• Communication Skills: Excellent verbal and written communication skills.
• Strong command of