Customer Support & After-Sales Support Manager

Key Responsibilities

Customer Support Operations

• Manage daily customer support operations across phone, email, WhatsApp, live chat, and ticketing systems.
  
• Ensure timely and accurate resolution of customer queries, complaints, and escalations.
  
• Define and monitor SLAs, CSAT, NPS, TAT, and other CX metrics.
  
• Handle critical escalations and ensure root cause analysis and corrective actions.
  

After-Sales & Service Management

• Oversee after-sales processes including returns, replacements, refunds, warranties, and service requests.
  
• Coordinate with authorized service centers, brands, logistics partners, and internal teams.
  
• Ensure smooth repair and service workflows with minimal customer friction.
  
• Monitor spare parts availability and service turnaround times.
  

Team Management & Training

• Lead, coach, and develop customer support and after-sales teams.
  
• Conduct regular training on products, SOPs, soft skills, and system usage.
  
• Set performance targets and conduct periodic reviews.
  

Process & Quality Improvement

• Design, document, and continuously improve SOPs for support and after-sales operations.
  
• Identify recurring issues and drive process automation or system enhancements.
  
• Ensure compliance with company policies and brand service standards.
  

Cross-Functional Collaboration

• Work closely with Sales, Warehouse, Logistics, Finance, IT, and Brand teams.
  
• Provide customer insights and feedback to improve products, policies, and overall experience.
  

Reporting & Analytics

• Prepare regular reports on support performance, escalations, returns, and service trends.
  
• Use data to drive decision-making and improve customer satisfaction and operational efficiency.
  

Key Skills & Competencies

• Strong understanding of e-commerce customer support and after-sales processes
  
• Excellent communication and escalation-handling skills
  
• Experience with CRM, ticketing systems, and WhatsApp support tools
  
• Process-oriented with strong problem-solving ability
  
• Ability to manage vendors and service partners
  
• Customer-first mindset with operational discipline