Customer Support Manager

1. Customer Support Execution: Handle customer queries via WhatsApp, calls, email, and social media. Assist customers with order placement, product selection, and customisation. Track and manage orders, ensuring timely delivery and updates
Resolve complaints related to delays, quality issues, or incorrect deliveries. Manage order modifications, cancellations, and refund requests. Provide proactive updates to customers regarding delays or issues. Ensure a premium, polite, and brand-aligned communication tone at all times

2. Team Leadership (2-3 Executives): Manage, train, and guide a team of customer support executives. Allocate and monitor daily workload across channels. Review conversations and ensure quality, tone, and accuracy step in on escalations and sensitive customer situations. Allocation of calls to collect reviews from the customers

3. Operations & Coordination: Coordinate with logistics, warehouse, and design teams for smooth execution. Ensure special customer instructions (delivery timing, notes, customisations) are followed. Act as the bridge between customers and internal teams

4. Process & Performance Management: Maintain accurate records of customer interactions in CRM systems. Track key metrics (response time, resolution time, CSAT)
Identify recurring issues and improve processes/SOPs. Optimise workflows to handle high-volume periods efficiently. Create a pipeline of reviews from the customers