Customer Care Manager

Customer Support & Escalation Management

• Oversee and manage customer queries across multiple channels including calls, emails, WhatsApp, social media, and e-commerce platforms.
• Lead resolution of escalated complaints related to online orders, deliveries, cancellations, returns, refunds, warranties, and fitment issues.
• Provide accurate product guidance on helmets, riding jackets, gloves, luggage, and other riding accessories for both online and offline customers.
• Ensure smooth customer experience in order placement, payments, tracking, and website/app-related support.
• Identify B2B or bulk purchase inquiries and coordinate promptly with the Wholesale Department.
• Strive for first-contact resolution to enhance overall customer satisfaction and loyalty.

Sales & Demand Coordination

• Drive achievement of sales targets through proactive customer engagement and timely follow-ups.
• Analyze sales patterns, demand trends, and product performance (fast-moving vs. slow-moving).
• Collaborate with the Purchase Department to ensure timely procurement and maintain optimal stock levels.

Order & After-Sales Coordination

• Coordinate end-to-end order fulfillment with logistics, warehouse, marketplace partners, and service teams.
• Oversee tracking and resolution of replacements, refunds, cancellations, and warranty claims across all channels.
• Maintain accurate and up-to-date records of customer interactions and order status.

Customer Experience Enhancement

• Identify recurring customer pain points related to products, deliveries, payments, or platforms and propose preventive measures.
• Gather and analyze customer feedback from online channels and marketplaces, sharing insights with product and operations teams.
• Support initiatives to improve customer retention, repeat purchases, and engagement in Autonity Riding Club activities.