Client Servicing Manager

7 days ago

Mumbai, Maharashtra, India 531d33c5-6ca1-4883-8dfe-578a90718d39 Full time ₹ 2,64,000 - ₹ 3,00,000 per year

We're looking for someone who genuinely cares about people and understands that great communication goes beyond answering questions; it creates clarity, comfort, and confidence. If you can turn empathy into trust, guidance into assurance, and conversations into action, this role is made for you.

What You'll Own

  • End-to-end client communication across Instagram, WhatsApp, email, Zoko and website, ensuring every interaction feels premium, warm, and personalised.
  • Guiding clients through the purchase journey from styling queries, sizing/fit clarity, product suggestions, pricing, availability, customisation and timelines, up to final conversion.
  • Handling after-sales support, including refunds, exchanges, cancellations, store credits, delayed communication and expectation management with complete accuracy and brand empathy.
  • Managing escalations & time-sensitive cases with calm, clarity and solution-based responses, especially for high-value & international clients.
  • Maintaining accurate documentation and dashboards, including escalation logs, TAT reports, store credit balances, issue tracking and closure timelines.
  • Monitoring client sentiment, feedback patterns & review quality and highlighting recurring issues to relevant departments like production, fulfilment, QC or dispatch.
  • Collaborating with internal teams (design, dispatch, operations & leadership) to ensure smooth client-experience-led execution.
  • Championing brand voice and communication etiquette, ensuring every message reflects refinement, expertise, and confidence befitting a luxury designer label.

Job Types: Full-time, Permanent

Pay: ₹22, ₹25,000.00 per month

Benefits:

  • Work from home

Application Question(s):

  • Have you worked in a premium or luxury brand environment where maintaining brand image and client advocacy is critical?
  • Are you experienced in managing social media customer service primarily on Instagram, WA Business, and others for a brand?

Education:

  • Bachelor's (Required)

Experience:

  • client servicing: 2 years (Required)

Language:

  • English (Required)

Work Location: Remote

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