Job Description – Customer Care Manager (E-commerce)
Position: Customer Care Manager
Department: Customer Care / E-commerce
Location: Twin Star
Working Hours: 9:00 AM to 7:00 PM
Job Summary
We are looking for an experienced and proactive Customer Care Manager to lead and manage our e-commerce customer support operations. The ideal candidate will be responsible for overseeing customer service teams, ensuring timely resolution of customer queries, and maintaining high service quality across multiple communication channels.
Key Responsibilities
- Manage and supervise the day-to-day operations of the Customer Care team.
- Handle and resolve customer escalations through calls, emails, and chat support.
- Monitor and manage customer interactions through CarePanel, official emails, and KwikChat.
- Ensure prompt resolution of order, return, refund, and delivery-related issues.
- Track team performance, productivity, and customer satisfaction metrics.
- Coordinate with Operations, Logistics, Warehouse, Tech, and Seller Support teams for effective issue resolution.
- Conduct team training, performance reviews, and regular feedback sessions.
- Develop and implement SOPs and process improvements to enhance customer experience.
- Prepare daily, weekly, and monthly reports on team performance and support activities.
Skills & Requirements
- 2–5 years of experience in Customer Care or E-commerce Operations.
- Strong leadership, communication, and team management skills.
- Experience working with CarePanel, email support systems, and KwikChat or similar customer support tools.
- Good knowledge of MS Excel and reporting.
- Ability to multitask and work effectively in a fast-paced e-commerce environment.
Preferred: Prior experience in managing e-commerce customer support teams and familiarity with Amazon, Shopify, and online marketplace operations will be an added advantage.
Pay: ₹25,000.00 - ₹40,000.00 per month
Work Location: In person
