Assistant Manager Customer Care (Howrah)

SUMMARY Job Title Assistant Manager Customer Care Location
- Howrah Salary
- Upto 4 LPA Summary: The Assistant Manager Customer Care Operations plays a pivotal role in driving exceptional customer experiences within the B2C online division of a leading kids’ wear brand based in Kolkata. This position is central to maintaining service excellence, ensuring timely resolution of customer inquiries, and upholding strict adherence to SLAs and TAT benchmarks. By leading cross-functional coordination and leveraging data-driven insights, the incumbent directly contributes to improving customer satisfaction, reducing churn, and strengthening brand loyalty in a competitive e-commerce landscape. Responsibilities:
- Oversee end-to-end management of customer queries across multiple channels, including phone, email, live chat, WhatsApp, and social media.
- Ensure prompt resolution of order-related issues such as delivery delays, shipment tracking, cancellations, size exchanges, refunds, and product concerns.
- Maintain compliance with TAT and SLA standards for all customer interactions.
- Handle escalated customer cases with empathy, professionalism, and a focus on resolution.
- Collaborate closely with Logistics, Warehouse, Tech, and Marketplace teams to expedite issue resolution and improve process efficiency.
- Monitor and manage RTOs, return pickups, exchange workflows, and refund cycles to ensure accuracy and timeliness.
- Partner with e-commerce operations to troubleshoot order flow disruptions, payment failures, and system glitches.
- Utilize CRM, OMS, and ticketing systems to track, update, and close customer queries in a timely manner.
- Generate and share daily, weekly, and monthly performance dashboards on query volume, TAT, cancellation drivers, return trends, and customer satisfaction metrics.
- Deliver actionable insights to D2C leadership to support continuous improvement in customer experience strategies. Requirements
- 2 3 years of experience in customer care operations, with exposure to e-commerce, fashion, or lifestyle brands.
- Proven track record in managing high-volume customer service operations and meeting SLA/TAT targets.
- Strong analytical mindset with experience in reporting, data interpretation, and dashboard creation.
- Proficiency in CRM platforms, OMS, and ticketing tools.
- Graduate in any discipline; certification in customer service, communication, or CRM systems is preferred.
- Excellent communication, problem-solving, and stakeholder coordination skills.
- Ability to work in a fast-paced, dynamic workplace with a customer-first mindset. Apply on Kit Job: kitjob.in/job/4mvjjr