Customer Care Executive

Job description

Customer Support Executive E-Commerce Company: Waaree Energies Limited Division: E-Commerce Role Overview • Department: E-Commerce • Reporting To: Head of E-Commerce / E-Commerce Operations Manager • Location: Mumbai / Surat (On-site) • Employment Type: Full-Time, Permanent • Experience: 3–4.5 Years Company & Role Summary Waaree Energies Limited is India's largest solar PV module manufacturer, with over 15 GW of installed capacity and a pan-India distribution network. Our E-Commerce division operates across shop.waaree.com, Amazon, Flipkart, and L&T e-Smart, making customer support a critical pillar of online brand trust and marketplace health. The Customer Support Executive serves as the frontline owner of all post-purchase customer interactions across Amazon, Flipkart, and the D2C storefront. You will manage customer complaints end-to-end, handle marketplace escalations (including A-to-Z and safety claims), coordinate with logistics and warehouse teams for resolutions, and maintain Waaree's seller health metrics. This high-ownership role requires a balance of empathy, process discipline, and marketplace expertise. Key Responsibilities 1. Amazon Customer Complaint Management • SLA Compliance: Monitor and respond to all customer messages via Amazon Seller Central within the 24-hour response SLA. • Reputation Management: Handle negative product reviews, Order Defect Rate (ODR) items, and buyer feedback disputes. Draft professional, empathetic responses tailored to Amazon's guidelines. • Issue Resolution: Coordinate with warehouse and logistics teams to resolve delivery delays, wrong shipments, and damaged goods. • Root Cause Analysis: Proactively track pending complaints until closure and flag repeat patterns (e.g., transit damage, wrong material) to operations. 2. Amazon Safety & A-to-Z Guarantee Claims • Safety Claims: Identify and escalate product safety complaints (e.g., electrical hazards). Raise formal claims on Seller Central with complete documentation, coordinate with QA teams, and maintain an audit-ready safety claims register. • A-to-Z Claims: Monitor the dashboard daily, investigate order histories, and respond within the required 3-day window with complete evidence packages. • Disputes & Metrics: Dispute invalid claims using courier PODs and buyer communications. Maintain the A-to-Z claim rate strictly below Amazon's 1% threshold to protect selling privileges. • Reporting: Prepare monthly A-to-Z analysis reports identifying root causes and recommending preventive actions. Work with finance to process legitimate refunds. 3. Flipkart Customer Complaint Handling • Issue Resolution: Manage all queries, return requests, refund disputes, and quality complaints on Flipkart Seller Hub within prescribed SLAs. • Logistics Coordination: Manage reverse logistics for approved returns and handle RTOs (Return-to-Origin) and non-delivery complaints. • Seller Health: Track and maintain the Flipkart Seller Score (Quality Rating, Cancellation Rate, Return Rate) by resolving complaints prior to escalation. Liaise with Flipkart's seller support for platform-level intervention. 4. Cross-Platform Support Operations • Unified Tracking: Maintain a unified complaint tracker across all channels (Amazon, Flipkart, D2C) using internal tools. • Courier Escalations: Coordinate with logistics partners (e.g., SB Express, RNS Express) to manage TAT breaches and lost shipments. • Order Processing: Process replacement orders and credit notes per approved policies. Manage customer communication for bulk/B2B orders routed through the D2C channel. • Operations Reviews: Participate in weekly meetings to present complaint volume trends and resolution rates. Qualifications & Experience Minimum Requirements • Education: Bachelor's degree in Commerce, Business Administration, Communications, or a related field. • Experience: 3–4 years in customer support, preferably in an eCommerce or marketplace environment. • Platform Expertise: Hands-on experience with Amazon Seller Central and/or Flipkart Seller Hub is mandatory. Preferred Qualifications • Prior experience handling A-to-Z claims, safety claims, or marketplace escalations on Amazon. • Familiarity with Unicommerce or similar Order Management Systems (OMS). • Exposure to SAP SD modules for returns and credit note processing. • Experience in technically complex product categories (solar, electrical, consumer durables). • Working knowledge of marine/transit insurance claim processes. Skills & Competencies Technical Skills • Amazon Seller Central: Advanced proficiency in Buyer-Seller Messaging, Managing Returns, A-to-Z Claims, and Safety Complaints. • Flipkart Seller Hub: Proficiency in Order Management, Returns Dashboard, and Resolution Centre. • MS Excel: Intermediate proficiency (complaint trackers, pivot tables, basic data analysis). • Business Communication: Professional written communication; ability to draft policy-compliant marketplace responses. • Enterprise Systems: Experience with Unicommerce, SAP, or similar platforms.