BONJOUR
Website:
bonjourretail.com
Job details:
JOB DESCRIPTION
Customer Care Executive – E-Commerce Department
Position Details
Designation-Customer Care Executive – E-Commerce
Department-E-Commerce / Customer Experience
Experience-0.6 – 2 Years
Salary-₹20,000 – ₹23,000 In-Hand per Month
Location-Greater Noida, Ecotech-1
Industry Preference-E-Commerce / D2C / Retail / Garment / Fashion
Joining Preference-Immediate / Short Notice
Reporting To-E-Commerce / Customer Experience Manager
1. Job Purpose
The Customer Care Executive will be responsible for managing customer queries, complaints, order-related issues, returns, exchanges, cancellations and post-purchase support across various E-Commerce and D2C channels.
The role requires excellent communication skills, a customer-first approach and the ability to coordinate effectively with internal teams such as E-Commerce, Warehouse, Dispatch, Logistics, Sales and Finance to ensure timely resolution of customer issues.
2. Key Responsibilities
A. Customer Query Management
- Handle customer queries through phone, email, WhatsApp, chat and other customer-support channels.
- Provide accurate information regarding products, prices, availability, offers and order status.
- Understand customer concerns and provide appropriate resolutions within defined timelines.
- Maintain a professional and courteous communication style with customers.
- Follow up with customers wherever required until the issue is resolved.
B. Order Management & Support
- Track customer orders from order placement to delivery.
- Handle queries related to delayed, failed, cancelled or undelivered orders.
- Coordinate with warehouse and logistics partners for delivery-related issues.
- Assist customers with order modifications wherever operationally possible.
- Monitor and follow up on pending/open customer complaints.
C. Returns, Refunds & Exchanges
- Handle customer requests related to returns, exchanges and cancellations.
- Verify return/exchange eligibility as per company policy.
- Coordinate with warehouse/logistics teams for reverse pickups.
- Follow up on refund status and communicate timelines to customers.
- Maintain proper records of returns, exchanges, refunds and cancellations.
D. Complaint Resolution
- Identify the root cause of customer complaints and provide suitable solutions.
- Escalate unresolved or critical complaints to the concerned team/manager.
- Maintain an updated complaint tracker.
- Ensure complaints are closed within the defined TAT.
- Identify recurring customer issues and highlight them to the E-Commerce team.
E. E-Commerce Platform Support
- Handle customer queries arising from various marketplaces and D2C platforms.
- Coordinate with marketplace teams wherever required.
- Check order/customer information in the relevant E-Commerce systems.
- Support resolution of issues related to incorrect products, damaged products, missing items, delivery issues and payment-related queries.
F. Customer Feedback & Reporting
- Record customer feedback and complaints accurately.
- Prepare daily/weekly reports on customer queries, complaints, returns, refunds and resolutions.
- Monitor pending cases and ensure timely closure.
- Share recurring customer feedback with the E-Commerce team for process improvement.
G. Internal Coordination
- Coordinate with E-Commerce, Warehouse, Dispatch, Logistics, Finance and other relevant departments.
- Ensure timely resolution of customer-related operational issues.
- Maintain clear communication and proper documentation for escalated cases.
3. Candidate Profile
Essential Skills
- Good verbal and written communication skills.
- Good Hindi and English communication.
- Customer-handling and problem-solving ability.
- Basic knowledge of MS Excel / Google Sheets.
- Comfortable working with E-Commerce portals and customer-support systems.
- Good follow-up and coordination skills.
- Ability to handle multiple customer queries simultaneously.
- Patience and a customer-oriented approach.
4. Preferred Experience
Candidates with experience in:
- E-Commerce / D2C brands
- Fashion / Garment / Retail industry
- Marketplace customer support
- Amazon / Flipkart / Myntra / other marketplace operations
- CRM / Helpdesk / Customer Support
- Order management, returns and refunds
will be preferred.
5. Educational Qualification
- Graduate in any discipline preferred.
- Candidates with relevant customer-care / E-Commerce experience may also be considered based on skills and communication ability.
6. Desired Competencies
- Customer-centric attitude
- Good communication
- Active listening
- Problem-solving
- Patience and empathy
- Ownership and accountability
- Attention to detail
- Good coordination skills
- Ability to work under pressure
- Time management
- Basic analytical and reporting skills
7. Systems / Tools
The candidate should be comfortable working with:
- MS Excel / Google Sheets
- E-Commerce order management systems
- CRM / Customer Support platforms
- WhatsApp / Chat Support
- Email
- Marketplace Seller Portals
- Internal ERP / E-Commerce software
Click on Apply to know more.