Customer Care Executive

Role & responsibilities

• Handle customer enquiries through calls, WhatsApp, email and online chat professionally and promptly.
• Assist customers with product information, offers, order placement, payment queries and delivery timelines.
• Manage post-purchase queries, including ordertracking, cancellations, exchanges, returns and refunds, in line with company policies.
• Coordinate with stores, warehouses, lens-processing teams and courier partners for order fulfilment and issue resolution.
• Follow up on prescription submissions and missing order details, referring technical questions to the optical team.
• Proactively communicate order delays, product availability and dispatch updates.
• Handle complaints with patience, take ownership of cases and escalate issues when required.
• Maintain accurate records of customer conversations, commitments and resolutions.
• Follow up on purchase enquiries and abandoned checkouts where appropriate.
• Share recurring customer concerns and feedback to help improve online services.

Preferred candidate profile

• Minimum 2 years of experience in customer care; e-commerce support experience preferred.
• Strong verbal and written communication skills in English and Hindi; Bengali will be an advantage.
• Experience handling customer complaints, escalations and post-purchase support.
• Working knowledge of CRM tools, Excel or Google Sheets, and order-management systems.
• Familiarity with Shopify will be an added advantage.
• Ability to multitask, prioritise queries and coordinate effectively across teams.
• A patient, empathetic and solution-oriented approach.
• Experience in eyewear, optical retail or contact lenses will be preferred.