Customer Care Executive

Customer Support & Escalation Handling

• Handle customer queries across calls, emails, WhatsApp, social media, and e-commerce platforms
• Resolve escalated complaints related to online orders, deliveries, cancellations, returns, refunds, warranties, and fitment issues
• Provide accurate product guidance on helmets, riding jackets, gloves, luggage, and other riding accessories for online and offline customers
• Assist customers with order placement, payment issues, tracking, and website/app-related queries
• Identify B2B / bulk purchase inquiries and promptly pass them to the Wholesale Department
• Ensure first-contact resolution wherever possible to improve customer satisfaction

Sales & Demand Coordination

• Achieve assigned sales targets through effective customer engagement and timely follow-ups
• Review sales patterns, demand trends, and fast-moving / slow-moving products
• Coordinate with the Purchase Department to ensure required products are procured on time and stock availability is maintained

Order & After-Sales Coordination

• Coordinate with logistics, warehouse, marketplace partners, and service teams order fulfilment and issue resolution
• Track replacements, refunds, cancellations, and warranty claims across website and Customer care orders
• Maintain accurate and up-to-date record.

Customer Experience Improvement

• Identify recurring customer issues related to products, deliveries, payments, or platforms and suggest preventive actions
• Collect customer feedback from online channels and marketplaces and share insights with product and operations teams
• Support customer retention initiatives, repeat purchases, and Autonity riding club activities.