Customer Service Manager

Company Description

Healthfab is a leading Startup brand specializing in reusable period panties and functional undergarments. We aim to revolutionize menstrual health and sustainable apparel categories. Over the last 5 years, we have made a strong presence in e-commerce backed by efficient marketing and our in-house manufacturing capabilities. Our flagship product GoPadFree Reusable Leakproof Period Panty is a crowd favourite across marketplaces. To continue our growth, we are currently looking for a skilled and experienced Customer Service Manager to join our dynamic team.

Role Description

This is a full-time on-site role as a Customer Service Manager located in Bengaluru. The Customer Service Manager will be responsible for ensuring customer satisfaction by providing support, managing customer service inquiries, managing the team of customer service executives and maintaining high levels of customer service standards on a day-to-day basis. The role may also involve occasional cold calls to existing customers and upselling our products. Salary as per market standards, negotiable on experience.

Key Responsibilities:

• Manage and Lead a team of Customer Service Executives
• Handle incoming and outgoing customer calls, emails and messages as needed
• Upsell and Cross-sell personal hygiene products over a phone call to prospecting customers
• Empathize with customers, understand their needs and provide timely, accurate responses ensuring customer satisfaction
• Assist customers in resolving their queries, complaints and issues through phone, email, chat or other relevant channels.
• Maintain a high level of product knowledge to effectively address customer queries.
• Use CRM software to manage and track customer interactions and issue resolution.
• Monitor KPIs and ensure the team is delivering as per set standards.
• Collaborate with cross-functional teams to escalate and resolve issues quickly.
• Adhere to company policies and procedures while delivering exceptional customer service.

Key Requirements:

Educational Background:

• Bachelor’s degree in a relevant field is preferred

Experience:

• 3+ years of proven experience in Customer Service role is a must
• Basic computer skills is a must
• Experience with a D2C brand is preferred
• Customer Service Team Lead or Managerial experience preferred
• Familiarity with a CRM software and Shopify is preferred

Work Location:

• Full-time on-site from our office located in Singasandra, Bengaluru

Core Competencies:

• Excellent verbal and written communication skills in English, Hindi
• Conversational ability in South Indian regional languages preferred
• Ability to empathize with customers and provide appropriate support
• Strong problem-solving and decision-making skills
• Ability to multi-task and work under pressure in a fast-paced environment
• Ability to manage a team and collaborate effectively with colleagues
• Positive attitude and willingness to learn and grow in a dynamic industry

Candidates please note that this is not a tech support role and it involves dealing with personal care products. So please apply accordingly!