Executive - Customer Care

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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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

The incumbent will be evaluated on:

• 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 English; knowledge of Hindi and other regional languages will be an advantage.
• Ability to communicate clearly, professionally and courteously with customers.
• Strong listening and comprehension skills.

Customer Orientation

• Strong customer-first mindset.
• Empathetic and patient approach towards customers.
• Ability to understand customer expectations and provide appropriate solutions.
• Strong focus on customer satisfaction and service quality.

Problem-Solving

• Ability to understand problems quickly and identify appropriate solutions.
• Strong follow-up and ownership skills.
• Ability to handle difficult customers and challenging situations professionally.
• Good judgment regarding when to resolve, escalate or seek support.

Coordination & Teamwork

• Ability to work effectively with cross-functional teams.
• Strong interpersonal and stakeholder-management skills.
• Ability to follow up proactively and ensure timely closure of customer issues.

Technology & Process Orientation

• Comfortable working on CRM/customer service platforms and other digital tools.
• Basic knowledge of MS Office, particularly Excel and Outlook.
• Ability to manage multiple customer cases and update systems accurately.
• Willingness to learn new systems, products and processes.

Educational Qualification

• Graduate in any discipline from a recognized university.
• Candidates with a diploma/degree in Customer Service, Retail Management, Business Administration or a related field may be preferred.

Experience

• 1-4 years of experience in customer service, customer care, contact centre, retail, e-commerce or a similar customer-facing role.
• Experience in retail, footwear, fashion, lifestyle or e-commerce will be an added advantage.
• Candidates with strong communication skills and relevant customer-handling experience may also be considered.

Behavioural Competencies

The ideal candidate should demonstrate:

• Customer-centric mindset
• Positive and energetic attitude
• Empathy and patience
• Ownership and accountability
• Strong communication
• Active listening
• Problem-solving ability
• Attention to detail
• Ability to multitask
• Team collaboration
• Adaptability and willingness to learn
• Ability to work under pressure

Role Requirements

• Willingness to work 6 days a week as per the business schedule.
• Comfortable working from the Skechers Corporate Office in Andheri East, Mumbai.
• Ability to handle high volumes of customer interactions during peak periods.
• Flexibility to manage changing priorities and business requirements.
• Immediate joiners are preferred.

Employment & Payroll Structure

This position will be engaged through Spectrum on a third-party payroll arrangement. The selected candidate will work closely with the Skechers India Customer Care team and will be expected to comply with the applicable organizational policies, processes, service standards and performance expectations.

Why Join Skechers?

This is an opportunity to work with a leading global lifestyle and performance footwear brand and gain exposure to customer experience, retail, e-commerce and cross-functional business operations in a fast-paced corporate environment.

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.