Customer Service Manager- Lower Parel | Mumbai

One Story; Maharashtra; On-site; INR 600,000 - 900,000; Full time

Job summary

One Story in Mumbai is seeking an experienced Customer Service Manager to support customer experience operations by coordinating with store personnel, front-end customer service teams, production, and logistics. The role involves resolving customer queries, tracking issues, improving processes, and ensuring smooth coordination across teams.

The candidate will manage backend customer service functions, align with multiple departments, and help maintain high standards of service for fashion

Qualifications

• 4+ years of experience in customer service, preferably in apparel or fashion.
• Experience in backend customer service operations is preferred.
• Proficiency in MS Office, including Excel and Word.
• Strong written and verbal communication skills.
• Customer-focused approach with excellent problem-solving abilities.
• Experience in email and phone support; contact centre experience is an advantage.
• Interest in men's fashion, styling, and garment quality.

Responsibilities

• Support front-end and store teams in providing excellent customer service through email, chat, and phone.
• Coordinate with store personnel, customer experience teams, production, and logistics to resolve inquiries.
• Track customer issues, ensure timely resolution, and improve service processes.
• Liaise with production to resolve customer-specific issues and garment alterations.
• Work collaboratively with internal teams to improve customer care procedures and operational efficiency.

Skills

Customer service management

Communication

Team coordination

Problem solving

Email support

Phone support

Tools

MS Office

Excel

Job description

Location: Lower Parel, Mumbai (Head Office)

Department: Customer Experience / Backend Operations

Experience: 4+ Years

Working Days: 6 Days a Week

Job Summary

We are looking for an experienced Customer Service Manager to support customer experience operations by coordinating with store personnel, front-end customer service teams, production, and logistics. The role involves resolving customer queries, tracking issues, improving processes, and ensuring smooth coordination across teams.

Key Responsibilities

• Support front-end and store teams in providing excellent customer service through email, chat, and phone.


• Coordinate with store personnel, customer experience teams, production, and logistics to resolve customer inquiries.


• Track customer issues, ensure timely resolution, and improve service processes.


• Liaise with the production team to resolve customer-specific issues and garment alterations.


• Work collaboratively with internal teams to improve customer care procedures and operational efficiency.

Required Skills And Qualifications

• 4+ years of experience in customer service, preferably in the apparel or fashion industry.


• Experience in backend customer service operations is preferred.


• Proficiency in MS Office, including Excel, Word, and email.


• Strong written and verbal communication skills.


• Customer-focused approach with excellent problem-solving abilities.


• Experience in email and phone support; contact centre experience is an advantage.


• Interest in men's fashion, styling, and garment quality.


• Knowledge of men's tailoring, pattern design, garment alterations, and fabrics is preferred.

Key Competencies

• Customer relationship management


• Cross-functional coordination


• Issue resolution and follow-up


• Process improvement


• Communication and teamwork


• Attention to detail

Skills: communication,customer service,chat,excel,apparel,customer care,operations,email,teams,ms office