*Note: Hiring for one of our clients in D2C Fashion Retails space.*
Title: Customer Relationship Manager
Experience: 4-8 Years
Location: Gurugram
Role Overview
The Customer Support Manager / Team Leader will own end-to-end customer support operations, managing a team handling inbound calls and emails, monitoring and responding to reviews/ratings across platforms (ORM), and coordinating with logistics/operations teams to resolve delivery-related issues. This role is critical to customer satisfaction, retention, and brand reputation.
Key Responsibilities
Team Leadership & Operations
- Lead, coach, and manage a team of customer support executives handling calls and emails
- Plan shift schedules and staffing to ensure adequate coverage across support channels
- Set individual and team performance goals (AHT, resolution time, CSAT, FCR)
- Conduct regular quality audits, call/email reviews, and coaching sessions to improve service quality
- Handle escalations and complex customer issues that require managerial intervention
Inbound Calls & Email Support
- Oversee day-to-day management of inbound call and email queues to ensure timely, quality responses
- Define and monitor SLAs for response time, resolution time, and customer satisfaction
- Ensure consistent, on-brand tone and messaging across all customer communications
- Identify recurring customer issues and work with cross-functional teams to resolve root causes
Online Reputation Management (ORM)
- Monitor and respond to customer reviews and ratings across platforms (Google, social media, marketplaces, app stores)
- Develop response protocols for negative reviews/feedback to protect and improve brand reputation
- Track ORM metrics (review ratings, sentiment, response time) and report trends to leadership
- Collaborate with Marketing/Brand teams on proactive reputation-building initiatives
Customer Delivery & Order Experience
- Coordinate with logistics, warehouse, and operations teams to resolve delivery dela