Customer Care Executive

Skechers is hiring for the role of Customer Care Executive!

Responsibilities of the Candidate:

- 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.
• 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.
• 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.
• Ensure customers are kept informed throughout the resolution process.
• Follow established policies and processes while ensuring a customer-friendly approach.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements:

• Strong communication skills
• Empathy
• Problem-solving ability
• Attention to detail
• A strong understanding of customer service standards in a premium retail environment