Customer Support Manager

5 days ago

Lahore, Punjab, Pakistan Cozmetica Full time 900,000 - 1,200,000 per year

Job Summary:

We are seeking an experienced and customer-focused
Customer Service Manager
to lead our support team for our
cosmetics e-commerce business.
The role involves managing customer service operations, ensuring a seamless experience for customers purchasing skincare, beauty, and personal care products, and driving loyalty through exceptional service. The ideal candidate should have experience in managing customer support in the e-commerce or cosmetic/retail sector, with a strong understanding of the unique needs of cosmetic customers such as
product inquiries, skin suitability concerns, returns/exchanges, and after-sales care.

Key Responsibilities:

  • Lead and supervise the
    customer service team (CSRs & Leads)
    for all e-commerce customer queries.
  • Develop and implement
    customer service SOPs specific to the cosmetics industry
    , including handling returns, product suitability questions, and complaint resolutions.
  • Train the team on
    cosmetic product knowledge
    (skin types, beauty product usage, allergies, shades, etc.) to provide accurate and empathetic support.
  • Ensure
    timely responses across all channels
    (phone, email, live chat, WhatsApp, and social media).
  • Handle escalated customer concerns related to cosmetic products, including product authenticity, sensitivity issues, and delivery delays.
  • Collaborate with
    warehouse, sales, marketing, and product teams
    to resolve order issues, returns/refunds, and product replacement.
  • Monitor KPIs like
    response time, customer satisfaction, NPS, and return/refund turnaround.
  • Conduct regular
    training sessions for CSRs
    on product knowledge, upselling beauty products, and handling sensitive cosmetic-related concerns.
  • Stay updated with
    cosmetic and skincare trends
    to improve customer engagement and trust.
  • Prepare
    weekly/monthly reports
    on customer service performance, complaints, and suggestions for improvement.
  • Foster a
    customer-first culture
    that promotes trust and strengthens the brand's reputation in the beauty industry.

Requirements:

  • Bachelor's or Master's degree in Business Administration, Marketing, or related field.
  • 5–7 years of customer service experience, with at least 2–3 years in a supervisory/managerial role (experience in
    cosmetics, retail, or e-commerce
    preferred).
  • Strong knowledge of
    cosmetic & skincare products
    and ability to guide customers on product usage, suitability, and concerns.
  • Proven ability to
    manage customer service teams
    and ensure excellent service delivery.
  • Excellent communication skills (English & Urdu) with a
    customer empathy mindset.
  • Hands-on experience with
    CRM, helpdesk tools, and e-commerce platforms.
  • Strong problem-solving and conflict-resolution skills.

Skills:

  • Leadership and team management.
  • Cosmetic product knowledge (skin types, product safety, ingredients, allergies).
  • Strong problem-solving and conflict-resolution abilities.
  • Data-driven with reporting and dashboard management.
  • Ability to handle high call/chat/email volumes.

Compensation & Benefits:

  • Competitive salary package.
  • 11% Provident Fund
    contribution.
  • Health Insurance
    coverage.
  • 32 annual leaves
    .
  • Dynamic work environment with career growth opportunities.

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