Job Description:
Company Name: Purple United Sales Pvt Ltd
Location: Tower 2, Ground Floor, Candor Tech Space, Plot No. 20 & 21, Sector-135, Noida, Uttar Pradesh 201304
Position: Customer Care Manager
Email Id: [Confidential Information]
Job Summary: The Customer Care Manager will oversee all customer experience functions for the D2C apparel brand, ensuring smooth, responsive, and high-quality support across digital channels email, chat, phone, social media, and marketplaces. This role involves managing the customer service team, optimizing support systems, and using customer insights to enhance retention, brand loyalty, and lifetime value.
Key Responsibilities:
1. Customer Support Operations
- Lead and manage the customer care team handling pre-sales, post-sales, returns, exchanges, and general inquiries.
- Monitor and ensure SLAs (response and resolution times) are met across all channels. Manage customer escalations with empathy, ownership, and professionalism.
2. E-Commerce & Order Management
- Ensure accurate and timely updates to customers on order and return status. Work with the fulfillment team to reduce errors and improve turnaround times.
3. Social Media & Digital Engagement
- Oversee customer interactions and reputation management on social media platforms (Instagram, Facebook, WhatsApp, etc.).
- Track and respond to reviews, feedback, and DMs promptly.
4. Process Improvement & Automation
- Analyze recurring issues and recommend process improvements or system enhancements.
- Maintain updated FAQs and support documentation.
5. Customer Experience & Retention
- Collect, track, and analyze customer feedback to identify trends and improvement areas.
- Collaborate with product and marketing teams to address service-related insights.
- Support loyalty programs, customer engagement campaigns, and reactivation initiatives.
6. Team Leadership & Development
- Hire, train, and coach customer service executives to deliver exceptional service.
Qualifications & Skills:
- Bachelor's degree in Business Administration, Retail Management, or a related field.
- 58 years of experience in customer service or operations, preferably in D2C e-commerce / fashion / apparel.
- Experience managing omnichannel support teams.
- Strong analytical, leadership, and communication skills.
- Knowledge of order management and logistics coordination.
- Empathetic, detail-oriented, and customer-obsessed mindset.
Key Performance Indicators (KPIs):
- Customer Satisfaction (CSAT)
- First Response Time (FRT) & First Contact Resolution (FCR)
- Average Resolution Time (ART)
- Refund/Return Turnaround Time
- Repeat Purchase & Retention Rates
- Social Media Response Rate and Sentiment
