Customer Service Manager

4 days ago

Mumbai, Maharashtra, India Dreibach Ltd Full time ₹ 1,50,000 - ₹ 28,00,000 per year

Work Schedule: 56 days per week (MondaySaturday), 8:00 AM 5:00 PM (GMT)

Industry: E-Commerce / Online Retail

About the Role

We are looking for a highly motivated and detail-oriented Customer Service Executive to join our growing e-commerce team. The ideal candidate will have hands-on experience managing customer service for platforms like Amazon, eBay, and other e-commerce channels. You should be fluent in written and spoken English, skilled at problem-solving, and committed to delivering outstanding customer experiences.

Key Responsibilities

  • Manage and respond to customer queries via email, chat, and phone across multiple e-commerce platforms (Amazon, eBay, Website, etc.).
  • Handle customer complaints, returns, and escalations with professionalism and efficiency.
  • Provide accurate information regarding products, orders, and policies.
  • Ensure service levels (response time, resolution time, and satisfaction) are consistently met.
  • Coordinate with internal teams (operations, warehouse, and sales) to resolve customer issues.
  • Maintain records of customer interactions, feedback, and transactions.
  • Identify recurring problems and suggest process improvements.
  • Deliver a consistently high level of customer satisfaction through empathy and effective communication.

Requirements

  • Minimum 2+ years of experience in e-commerce customer service (Amazon, eBay, or similar platforms).
  • Excellent English communication skills (both written and spoken).
  • Strong problem-solving ability and attention to detail.
  • Ability to manage multiple tasks and work under pressure.
  • Familiarity with CRM systems, email handling, and order management tools.
  • Flexible to work 5-6 days a week, GMT hours (8 AM 5 PM).

Preferred Skills

  • Experience in handling international customers.
  • Knowledge of e-commerce policies (returns, refunds, claims, etc.).
  • Ability to work independently with minimal supervision.
  • Strong teamwork and interpersonal skills.

What We Offer

  • Competitive salary based on experience.
  • Opportunity to work with a fast-growing international e-commerce company.
  • Long-term career growth opportunities.
  • Supportive and collaborative work environment.

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