The Customer Management Officer will be responsible for managing customer orders, queries, payments, complaints and overall customer engagement.

Key Responsibilities

- Verify new COD and prepaid orders accurately.

- Respond to customer queries through Email, SMS, WhatsApp and Phone.

- Handle failed, cancelled and stuck payment issues.

- Manage marketplace ratings and customer complaints within the required SLA.

- Identify and flag fraudulent or high-risk orders.

- Coordinate with the dispatch team to resolve order-related exceptions.

- Support customer reactivation and engagement activities.

- Run customer retention campaigns through Email, SMS, WhatsApp and Phone.

- Verify prepaid conversions and payment attempts.

- Maintain accurate customer and order records and ensure timely issue resolution.

Ideal Candidate

- Excellent communication and customer handling skills.

- Empathy and patience while dealing with customers, especially during complaints or payment issues.

- Strong problem-solving and follow-up skills.

- Ability to remain calm and professional in challenging situations.

- Valuable coordination and attention to detail.

- Ability to manage multiple customer and order-related activities efficiently.

📌 Customer Service Management Officer (Mumbai)
🏢 Madish
📍 Mumbai