Fashor - Manager - Customer Success (4-7 Yrs) Chennai (After-Sales/Customer Service)

Role: Customer Support ManagerIndustry: Retail - Women s Ethnic Wear BrandLocation: Chetpet, ChennaiAbout the Role:We are looking for an experienced and passionate Customer Support Manager to lead our support team. You ll be the voice of the brand for our customers - ensuring that every interaction reflects the elegance, warmth, and trust that our ethnic wear brand stands for.Responsibilities:- Lead and manage the customer support team to deliver exceptional service across channels (phone, email, WhatsApp, social media).- Handle escalated queries, complaints, and returns, ensuring prompt and empathetic resolution.- Develop SOPs for handling order-related issues, size and fitting queries, delivery timelines, and payment concerns.- Collaborate with the operations, sales, and marketing teams to ensure a seamless customer journey.- Gather customer feedback and insights to improve product offerings and services.- Monitor daily D2C order tracking, including order allocation rules, logistics coordination as needed, tracking unfulfillable orders, delivery turnaround times (TAT), and escalating logistics issues for delayed shipments.- Manage daily customer returns, verifying RTO and RTV delivery updates, conducting quality checks, and raising disputes with logistics, as well as escalating logistics issues for delayed pickups and in-transit returns.- Oversee Google reviews, Play Store reviews, and social media interactions.- Prepare and share reports on orders and returns.Key Skills:- Excellent verbal and written communication skills.- Strong leadership and team management abilities.- Experience in handling D2C (Direct-to-Consumer) customer service for fashion or lifestyle brands.- Problem-solving mindset with a calm and empathetic approach.- Familiarity with CRM tools and ticketing systems like Freshdesk, etc.Preferred Qualifications:- Bachelor s degree.- Prior experience in fashion, retail, or ecommerce (women s ethnic wear experience is a big plus).- Fluency in HINDI is mandatory (ref:updazz.com)

Payroll Type : Permanent