Customer Service Manager- Lower Parel | Mumbai

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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  Strong 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.

  
  

Key Competencies

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  Customer relationship management

  
  


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  Cross-functional coordination

  
  


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  Issue resolution and follow-up

  
  


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  Process improvement

  
  


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  Communication and teamwork

  
  


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  Attention to detail