The customer service manager will be responsible for overseeing all customer interactions across multiple platforms, ensuring a seamless and enjoyable experience for our clients. The role also involves managing non-delivery report (NDR) and return-to-origin (RTO) shipments in coordination with our shipping partners.
Key Responsibilities:
1. Work on customer communication:
i. Engage with customers through telephonic conversations, WhatsApp, email, Instagram DMs, Facebook messages, live chat, and comments to address inquiries, resolve issues, and provide a personalized customer experience.
ii. Ensure all communication is timely, professional, and aligned with Entwine's brand voice.
2. Demonstrate social media proficiency:
i. Manage customer interactions on social media platforms (Instagram, Facebook, WhatsApp, etc.) and address queries or comments in real-time.
ii. Use basic camera skills to assist with content creation or customer needs related to product visuals.
3. Work on coordination with shipping partners:
i. Oversee and manage NDR and RTO shipments, coordinating closely with shipping partners to ensure timely and accurate delivery.
ii. Track, follow up, and resolve any issues related to undelivered or returned shipments.
3. Work on feedback and continuous improvement:
i. Gather customer feedback and report recurring issues or trends to improve products, services, and the overall customer experience.
ii. Implement and refine customer service processes to enhance efficiency and satisfaction.
4. Handle documentation and reporting:
i. Maintain records of all customer interactions, shipping issues, and resolutions.
ii. Generate reports on customer service metrics and NDR/RTO shipment statuses for management review.
Skill(s) required
CanvaEnglish Proficiency (Spoken)English Proficiency (Written)Hindi Proficiency (Spoken)Social Media Marketing
1. The ideal candidate will possess strong communication skills in both English and Hindi and be comfortable interacting with customers via phone, WhatsApp, email, Instagram, Facebook, and other social media channels.
2. A basic understanding of camera applications is advantageous for assisting with social media visuals and customer inquiries.
Salary
Duration: 3 months
Salary during probation: ₹15,000 /month (only for freshers)
After probation:
Annual CTC: ₹ 3,00,000 /year
Perks
Informal dress code
Number of openings
1
About Entwine The Store
Entwine is a sustainable fashion brand where we like to play around with different textiles, crafts, and weaves, found in the lengths and breadths of India. We want to foster a culture of incorporating handmade clothing in our wardrobe, so you can wear them for work and play.
