Customer Care Executive

The Customer Care Executive will be responsible for delivering a high-quality, consistent, and customer-centric experience to Skechers India customers across multiple touchpoints. The role will serve as a key interface between the customer and the organization, ensuring timely resolution of queries, complaints, feedback, product-related concerns, order-related issues, and service requests.
The incumbent will work closely with Retail, E-commerce, Logistics, Warehouse, Finance, Marketing, Product, IT and other relevant teams to resolve customer issues effectively and within defined turnaround times.
The role requires strong communication skills, empathy, problem-solving ability, attention to detail, and a strong understanding of customer service standards in a premium retail environment.

KEY RESPONSIBILITIES

1. Customer Query & Complaint Management

• 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.

2. Complaint Resolution & Escalation Management

• 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.

3. Order & E-commerce Support

• 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
• Coordinate with the E-commerce, Warehouse, Logistics and relevant third-party partners for issue resolution.
• Ensure customers are kept informed throughout the resolution process.
• Follow established policies and processes while ensuring a customer-friendly approach.

4. Retail Store Customer Support

• 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.

5. CRM & Case Management

• 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.

6. Customer Experience & Brand Representation

• 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.

7. Cross-functional Coordination

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.

8. Customer Feedback & Insights

• 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.

9. Service Quality & Performance Monitoring

• 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.

10. Process & Policy Adherence

• 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.

11. Reporting & MIS

• 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.

12. Continuous Improvement

• 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.

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.