Customer Service Manager- Lower Parel | Mumbai in Bombay, भारत

Location: Lower Parel, Mumbai (Head Office)
Department: Customer Experience / Backend Operations
Experience: 4+ Years
Working Days: 6 Days a Week

Job Summary

We are looking for an experienced Customer Service Manager to support customer experience operations by coordinating with store personnel, front-end customer service teams, production, and logistics. The role involves resolving customer queries, tracking issues, improving processes, and ensuring smooth coordination across teams.

Key Responsibilities

• Support front-end and store teams in providing excellent customer service through email, chat, and phone.

• Coordinate with store personnel, customer experience teams, production, and logistics to resolve customer inquiries.

• Track customer issues, ensure timely resolution, and improve service processes.

• Liaise with the production team to resolve customer-specific issues and garment alterations.

• Work collaboratively with internal teams to improve customer care procedures and operational efficiency.

Required Skills and Qualifications

• 4+ years of experience in customer service, preferably in the apparel or fashion industry.

• Experience in backend customer service operations is preferred.

• Proficiency in MS Office, including Excel, Word, and email.

• Strong written and verbal communication skills.

• Customer-focused approach with excellent problem-solving abilities.

• Experience in email and phone support; contact centre experience is an advantage.

• Interest in men's fashion, styling, and garment quality.

• Knowledge of men's tailoring, pattern design, garment alterations, and fabrics is preferred.

Key Competencies

• Customer relationship management

• Cross-functional coordination

• Issue resolution and follow-up

• Process improvement

• Communication and teamwork

• Attention to detail