Customer Care Executive

Brand: Black Mamba Jewellery

Website: www.blackmambajewellery.com

Experience Required: 1-2 years in an e-commerce or D2C brand

Location: Goregaon

Employment Type: Full-time

Role Overview

Black Mamba Jewellery is looking for a skilled Customer Care Executive who can provide excellent support to our customers across phone, WhatsApp, and email. The ideal candidate must be experienced in e-commerce order handling, returns/exchanges, and must be comfortable using Shopify, Shiprocket, and basic software tools.

Key Responsibilities

1. Customer Support & Issue Resolution

• Handle customer queries via phone, WhatsApp, and email.
• Resolve issues related to orders, delivery delays, product queries, returns, exchanges, refunds, etc.
• Maintain high customer satisfaction and provide clear communication.

2. Order Management

• Manage order booking, editing order details, and updating customer information.
• Track and follow up on NDR (Non-Delivery Reports) and ensure reattempts or alternative solutions.
• Coordinate with warehouse and shipping teams to ensure smooth dispatch and delivery.

3. Returns & Exchange Handling

• Process all returns and exchanges through Shiprocket (reverse pickups, RTOs, replacements).
• Ensure accurate and timely handling of customer cases.
• Keep customers informed throughout the lifecycle of the return/exchange.

4. Shopify & Software Handling

• Use Shopify for order checking, editing, and customer detail updates.
• Manage email support, WhatsApp Business, Excel/Sheets, and CRM tools.
• Maintain accurate system entries and logs.

5. Inventory Coordination

• Monitor and coordinate inventory in & out with the warehouse team.
• Update stock levels on Shopify if required.
• Report low-stock or discrepancies immediately.

6. Reporting

• Maintain daily records of customer queries, returns/exchanges, NDR actions, and resolutions.
• Prepare weekly performance and customer-service reports.

Skills & Requirements

• Minimum 1-2 years experience in D2C / e-commerce customer support (mandatory).
• Strong communication skills (English & Hindi).
• Working knowledge of Shopify, Shiprocket, and basic tools (email, Excel, CRM).
• Ability to multitask and handle escalations with calmness and clarity.
• Good understanding of e-commerce logistics and shipping workflows.