Customer Service Manager

1 week ago

Hyderabad, Telangana, India Sai Silks Kalamandir Full time

Role & responsibilities

  • Lead, coach, and develop a high-performing customer support team, fostering a service-focused and collaborative culture.
  • Design and document policies, SOPs, and customer inquiry scripts to ensure world-class support that aligns with brand values.
  • Handle and resolve escalated or complex customer inquiries, complaints, returns, refunds, and warranty issues, ensuring swift and empathetic resolutions.
  • Monitor daily customer service operations across all channels (chat, email, phone, social media), optimizing workflows for efficiency and quality.
  • Track, analyze, and report on KPIs such as response time, resolution time, CSAT, and NPS; identify trends and implement improvements.
  • Liaise with logistics, technology, warehouse, fashion buying, and digital marketing teams to address and solve order, inventory, or product-related concerns.
  • Train and onboard new customer service associates, providing leadership and constructive feedback.
  • Gather and present customer feedback and insights to inform merchandising, marketing, and technology decision-making.
  • Manage the schedule and workload of the team, including holiday and peak season coverage.
  • Maintain up-to-date documentation on customer service operations, CRM usage, and industry best practices.
  • Stay abreast of fashion industry and ecommerce support trends and proactively introduce innovative customer service strategies.
  • Assure compliance with company policies and regulatory standards relevant to ecommerce and consumer rights.

Preferred candidate profile

  • Bachelors degree in Business, Commerce, Communications, Fashion Management, or a related field.
  • 3–5 years' experience in customer service, with 2+ years in a managerial or team leadership role within ecommerce or retail, preferably fashion.
  • Advanced customer relationship management, problem-solving, and conflict resolution skills.
  • Strong communication and organizational abilities, with a customer-first mindset and attention to detail.
  • Proficient in multi-channel CRM and helpdesk software (such as Zendesk, Freshdesk, Gorgias, Salesforce).
  • Analytical skills with the ability to interpret data and generate actionable insights.
  • Ability to adapt and thrive in a fast-paced, digitally driven environment; flexibility for evenings/weekends during peak periods.
  • Strong leadership, team-building, and motivation skills.

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