Customer Care Executive

Job Title: Customer Care Executive — Marketing (D2C & Marketplace)

Location: Navi Mumbai
Department: Marketing
Employment Type: Full-Time
To Apply : Drop your CV on 7977997270

About Us

Khetika.com is a fast-growing agri-ecommerce brand focused on delivering high-quality products directly to our customers. We are building a customer-centric culture that values responsiveness, service excellence, and continuous improvement. We are now looking for a passionate and proactive Customer Care Executive to manage consumer interactions across all channels and support CRM initiatives for our D2C and marketplace businesses.

Role Overview

As a Customer Care Executive, you will be the voice of the brand for our consumers. You will handle incoming customer queries, manage CRM workflows, resolve order issues, and support initiatives that drive customer satisfaction, retention, and loyalty.

You will work closely with the Marketing team to ensure exceptional service delivery, timely resolution of issues, and continuous improvement based on customer insights.

Key ResponsibilitiesCustomer Support & Communication

• Respond to customer queries via calls, emails, WhatsApp, social media, and marketplace inboxes.
• Provide timely, accurate, and empathetic resolutions to customer concerns.
• Manage inbound tickets from CRM systems and prioritize follow-ups.

Order & Marketplace Management

• Track and resolve order issues, cancellations, returns/refunds, delivery delays, and marketplace escalations.
• Coordinate with logistics and marketplace partners to ensure seamless resolution.

CRM & Ticket Management

• Maintain accurate and timely ticket updates in the CRM.
• Monitor ticket queues and ensure Service Level Agreements (SLAs) are met.
• Track common issues and escalate complex cases to appropriate teams.

Customer Feedback & Insights

• Capture, document, and share customer feedback and pain points with the Marketing and Product teams.
• Use insights to help improve customer experience and product offerings.

Retention & Loyalty Support

• Support initiatives to improve repeat purchases, subscriptions, and loyalty programs.
• Engage proactively with customers for retention campaigns, payment reminders, and recovery of dormant accounts.

Performance & Quality

• Maintain high response quality, adherence to TATs (Turn-Around Times), and internal benchmarks.
• Participate in training, calibration sessions, and quality reviews.

Qualifications & Skills

Must-Have:

• 1–3 years of experience in customer support / customer service (preferably in e-commerce/D2C).
• Excellent communication skills (written & verbal) in English and [Local Language if required].
• Strong problem-solving, empathy, and multitasking skills.
• Comfortable using CRM tools, ticketing systems, and marketplace dashboards.
• Customer-centric attitude with a focus on service quality.

Nice-to-Have:

• Experience with marketplace platforms (Amazon, Flipkart, etc.).
• Familiarity with WhatsApp Business API and social support workflows.
• Prior experience in analytics or reporting.

Job Type: Full-time

Pay: Up to ₹325,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person