Customer Care Executive

• *Job Description – Customer Care Executive**

• *Location:** \[Noida, India]
• *Employment Type:** Full\-time
• *Experience:** 1–2 years
• *Salary Range:** ₹10,000 – ₹15,000 per month

• *About STRUTT**

STRUTT is a fast\-growing 360° Travel Lifestyle brand, creating innovative travel products for the modern explorer. We retail across D2C, marketplaces, and offline partnerships, with customer delight at the core of our brand promise.

• *Role Overview**

We are looking for a **Customer Care Executive** who will be the voice of STRUTT across all customer touchpoints. The role involves managing **customer queries, emails, calls, WhatsApp messages, and social media interactions**, ensuring a smooth and delightful experience for every customer.

Key Responsibilities

• *1\. Customer Support \& Query Resolution**

• Handle customer queries across WhatsApp, phone calls, emails, website and marketplaces.
• Take complete ownership of customer complaints and resolve them end\-to\-end.
• Manage order\-related queries, cancellations, returns, exchanges, refunds and warranty claims.
• Coordinate with internal teams to ensure quick and effective resolutions.
• Proactively follow up with customers on pending issues and ensure timely closure.

• *2\. Logistics \& Dispatch Management**

• Oversee daily order processing, dispatch and delivery tracking across D2C and marketplace channels.
• Coordinate with warehouse, packing and logistics partners to ensure timely dispatches.
• Monitor shipments and proactively identify delivery delays, failed deliveries and RTOs (Return to Origin).
• Manage NDR (Non\-Delivery Reports) and coordinate with customers and courier partners for successful deliveries.
• Escalate and resolve issues involving lost, damaged or delayed shipments.
• Maintain accurate dispatch, delivery and returns records.

• *3\. Customer Experience \& Retention**

• Ensure a smooth and positive customer experience from order placement to final delivery and beyond.
• Proactively communicate order updates, delays and resolutions to customers.
• Handle customer feedback, reviews and complaints professionally.
• Identify recurring customer issues and suggest improvements to products, packaging, delivery and service processes.
• Build customer trust through timely communication and effective problem\-solving.

• *4\. Reporting \& Coordination**

• Maintain daily reports on customer queries, complaints, dispatches, deliveries and returns.
• Track pending customer cases and ensure closure within defined timelines.
• Monitor logistics performance, delivery success rates and customer satisfaction.
• Coordinate with ecommerce, production, warehouse and logistics teams to improve operational efficiency.

Skills \& Requirements

• 1–3 years of experience in customer support, ecommerce operations or logistics coordination.
• Strong written and verbal communication skills in English and Hindi.
• Excellent problem\-solving ability with a customer\-first mindset.
• Comfortable using Excel, Google Sheets, WhatsApp Business and ecommerce dashboards.
• Familiarity with Shopify, Amazon, Myntra or courier aggregation platforms is an advantage.
• Ability to multitask, prioritise responsibilities and work independently.
• Strong follow\-up skills, attention to detail and a sense of ownership.

Key Performance Indicators (KPIs)

• Customer query response time and resolution time.
• Percentage of customer issues resolved within SLA.
• On\-time dispatch and delivery performance.
• Reduction in RTOs and failed deliveries.
• Customer satisfaction and complaint resolution quality.
• Accuracy of order, dispatch and returns reporting.

What We're Looking For

We are looking for someone who **takes ownership rather than simply forwarding problems**. The ideal candidate is proactive, resourceful, detail\-oriented and comfortable working in a fast\-paced startup environment.

Job Type: Full\-time

Pay: ₹10,000\.00 \- ₹15,000\.00 per month

Work Location: In person