About this role
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.