Customer Service Manager

We are looking for an experienced and results-drivenCustomer Service Managerto lead customer service operations, manage team performance, and ensure an exceptional customer experience. The ideal candidate must have strong experience in team management, complaint resolution, after-sales services, and customer service operations within an e-commerce, retail, or consumer electronics environment.

Key Responsibilities

• Lead and manage the customer service team and daily operations.
• Monitor customer inquiries, complaints, and escalations.
• Oversee order tracking, returns, refunds, and exchange processes.
• Manage after-sales services, warranty claims, and product-related complaints.
• Monitor customer service KPIs, including CSAT, response time, and resolution rate.
• Ensure customer satisfaction and continuously improve service quality.
• Coordinate with internal departments to resolve customer issues.
• Utilize CRM, ticketing systems, and ERP platforms to manage operations

Requirements

• Bachelor's degree in Business Administration, Commerce, or a related field.
• 5+ years of experience in Customer Service, including 1–2 years in a managerial role.
• Experience in E-commerce, Retail, Consumer Electronics, or Technology is highly preferred.
• Proven experience managing customer service teams.
• Strong knowledge of complaints, returns, refunds, exchanges, and after-sales operations.
• Familiarity with CRM systems and ticketing platforms.
• Experience with Odoo ERP or similar systems.
• Good understanding of customer service KPIs.