Customer Care Executive

Job Description

Job DescriptionPosition: Complaint Shipment & Client Communication Coordinator Location: Mayapuri Department: Operations / Customer Experience Reports To: Operations Manager / Customer Service Head Employment Type: Full-Time About the RoleWe are looking for a proactive, detail-oriented, and resilient Complaint Shipment & Client Communication Coordinator to manage the dispatch of complaint-based product returns or replacements and ensure clear, timely communication with clients and internal teams. The ideal candidate is solution-driven, thrives under pressure, and is capable of making smart decisions in a fast-paced environment. Key Responsibilities Dispatch ManagementPrepare, label, and dispatch returned or replacement products related to customer complaints. Ensure all dispatches follow internal protocols and comply with courier company standards. Client CommunicationInform clients of shipment dispatch details including tracking numbers. Follow up to confirm delivery and gather client satisfaction feedback. Decision-Making & Smart WorkingAnalyze complaint cases and determine optimal resolution paths. Escalate complex or unresolved cases to management with proposed solutions. Internal CoordinationCoordinate with warehouse, logistics, and customer service departments to streamline complaint resolution. Maintain accurate and up-to-date records in CRM or order management systems. Performance Under PressureHandle multiple complaint shipments concurrently. Maintain high accuracy and timely execution even during peak workload periods. Qualifications & SkillsCommunication Strong written and verbal communication in English (additional languages are a plus). Technical SkillsBasic proficiency in CRM platforms and internal order management tools. Coordination & CollaborationAbility to work effectively with cross-functional teams to resolve issues smoothly. Decision-MakingSmart worker with a proactive, resourceful, and solution-oriented mindset. ResilienceDemonstrated ability to perform under pressure, prioritize effectively, and meet deadlines. Professional AttributesAttention to detail, organizational skills, and a strong sense of accountability. Positive attitude, adaptability, and a customer-first mindset. What We Offer Competitive salary and benefits package Ongoing training and professional development A collaborative and supportive work environment Opportunities for growth within the organization