Customer Relationship Management Manager

Company Description

Tones Fashion believes that fashion is an expression of individuality and aims to provide customers with high-quality apparel that is both stylish and comfortable. Our collection includes a wide range of men's clothing, from classic shirts and pants to trendy jackets and accessories, all made from premium fabrics with meticulous attention to detail. We stay up-to-date with the latest trends to offer stylish and innovative products. At Tones, we are dedicated to customer satisfaction and providing a seamless E-com shopping experience.

Role Description

Responsibilities:

Provide outstanding customer service through various channels (email, chat, calls when needed).

Address and resolve customer inquiries, issues, and complaints in a timely and professional manner.

Maintain a positive and empathetic attitude towards customers at all times.

Handle difficult customer situations with patience and tact, ensuring customer satisfaction.

Proactively identify opportunities to improve customer service processes.

Responsible for building and maintaining strong customer relationships, handling day-to-day inquiries for Returns and exchanges via email, chat and phone, and ensuring a seamless customer experience.

Requirements:

3-7 years of experience in d2c customer relationship segment

Fluent in English, Telugu, Hindi with excellent verbal and written communication skills.

Proven experience as a Customer Service/Operations Agent or similar role, preferably in apparel D2C.

Previous work experiences using Shopify and other d2c CRM tools

Ability to multitask, prioritize, and manage time effectively.

High level of empathy and customer-focused mindset.

Ability to work independently and as part of a team.

This role requires excellent communication skills, independent decision-making ability, and a strong sense of accountability.

Graduate or equivalent; additional qualifications in customer service or related fields are a plus.

Qualifications

• Strong leadership and management skills
• Experience in inventory management and supplier coordination
• Ability to develop and implement efficient operational processes
• Excellent customer service and communication skills
• Proficiency in using inventory management software and other relevant tools
• Problem-solving and decision-making abilities
• Ability to work effectively in a fast-paced environment
• Bachelor's degree in Business Administration, Operations Management, or a related field