SR . Customer Care Executive

SR. Customer Care Executive

Experience: 3 to 5 yrs Key Responsibilities: 1. Customer Support Query Resolution: - Handle customer inquiries via phone, email, WhatsApp, chat, social media, and marketplaces. - Resolve product-related questions, order issues, payment concerns, and delivery complaints. - Provide accurate information about skincare, makeup, haircare, and beauty products. - Ensure timely resolution of customer complaints while maintaining high customer satisfaction. 2. Order Management: - Monitor and manage customer orders from placement to delivery. - Coordinate with logistics and warehouse teams regarding shipment delays, returns, and replacements. - Process cancellations, refunds, exchanges, and return requests according to company policies. - Track order status and proactively update customers. 3. Customer Experience Retention: - Build strong customer relationships and enhance brand loyalty. - Follow up with customers after purchases to gather feedback. - Identify opportunities for upselling and cross-selling products. - Handle VIP customers and escalated complaints professionally. 4. CRM Ticket Management: - Maintain accurate customer records in CRM systems. - Update customer interactions, complaints, and resolutions. - Track support tickets and ensure SLA compliance. - Analyze recurring customer issues and suggest process improvements. 5. Social Media Community Support: - Respond to customer comments, messages, and reviews across social media platforms. - Manage customer interactions while maintaining the brand voice. - Escalate negative reviews or sensitive issues to relevant teams. 6. Coordination with Internal Teams: - Work closely with marketing, operations, warehouse, and product teams. - Share customer feedback related to products, packaging, and service quality. - Support campaign launches and promotional activities by handling customer inquiries. 7. Reporting Performance Tracking: - Prepare daily, weekly, and monthly customer service reports. - Monitor KPIs such as: -Customer Satisfaction (CSAT) -First Response Time (FRT) -Resolution Time -Repeat Customer Rate -Return and Refund Metrics -Recommend improvements to enhance customer experience. Desired Skills: - Excellent verbal and written communication. - Experience with CRM tools (Zoho, Freshdesk, Gorgias, Zendesk, HubSpot, etc.). - Strong problem-solving and conflict-resolution skills. - Knowledge of D2C e-commerce operations. - Understanding of cosmetics, skincare, beauty, and personal care products. - Ability to manage multiple communication channels simultaneously. - Customer-centric mindset with attention to detail.

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