Customer Service Manager

4 days ago


Mumbai Metropolitan Region, India CeeQ Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Seeking a Dynamic Customer Service Specialist for a D2C brand based in Mumbai.

Job Responsibilities

  • Lead and manage day-to-day customer care operations, ensuring timely and empathetic responses across all channels (email, WhatsApp, Instagram, phone, etc.).
  • Handle escalations and complex queries with professionalism and efficiency.
  • Train, mentor, and support junior customer care executives to maintain high service standards.
  • Coordinate with logistics and operations teams to resolve delivery or product issues.
  • Maintain accurate records of customer interactions and feedback for continuous improvement.
  • Proactively identify patterns in customer concerns and suggest actionable insights to improve product and service quality.
  • Build and nurture a community of loyal customers by going the extra mile when needed.
  • Assist in creating SOPs and support documentation to streamline customer care processes.

Job Requirements

  • At least 4 years of experience in customer care in a D2C or e-commerce setup.
  • Strong communication and problem-solving skills.
  • Tech-first approach to problem solving
  • Highly empathetic with a genuine desire to help customers.
  • Organized, detail-oriented, and capable of managing multiple conversations simultaneously.
  • Familiarity with CRM tools and customer support platforms.
  • A proactive team player who can work independently when needed


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