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
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Support front-end and store teams in providing excellent customer service through email, chat, and phone.
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Coordinate with store personnel, customer experience teams, production, and logistics to resolve customer inquiries.
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Track customer issues, ensure timely resolution, and improve service processes.
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Liaise with the production team to resolve customer-specific issues and garment alterations.
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Work collaboratively with internal teams to improve customer care procedures and operational efficiency.
Required Skills and Qualifications
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4+ years of experience in customer service, preferably in the apparel or fashion industry.
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Experience in backend customer service operations is preferred.
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Proficiency in MS Office, including Excel, Word, and email.
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Robust written and verbal communication skills.
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Customer-focused approach with excellent problem-solving abilities.
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Experience in email and phone support; contact centre experience is an advantage.
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Interest in men's fashion, styling, and garment quality.
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Knowledge of men's tailoring, pattern design, garment alterations, and fabrics is preferred.