Customer Support Manager

Role Overview

We are looking for a Customer Support Manager who will be the primary point of contact for customers reaching out to Beelittle regarding the brand, products, orders, feedback, and concerns.

The ideal candidate will be responsible for creating a positive customer experience, understanding customer requirements, resolving issues efficiently, and coordinating closely with the internal team to ensure customer concerns are addressed on time.

Key Responsibilities

Handle customer enquiries through WhatsApp, phone calls, email, social media, and other communication channels.

Respond to customers professionally, politely, and promptly.

Understand customer concerns, requirements, feedback, and expectations.

Provide customers with accurate information about Beelittle products, orders, delivery, returns, exchanges, and other brand-related queries.

Take ownership of customer complaints and ensure timely resolution.

Coordinate with the sales, production, warehouse, logistics, marketing, and management teams to resolve customer issues.

Follow up with the respective teams and keep customers updated until their concern is completely resolved.

Maintain proper records of customer conversations, complaints, feedback, and resolutions.

Identify recurring customer issues and communicate them to management for improvement.

Collect customer feedback and share useful insights with the team.

Ensure every customer interaction reflects Beelittle's brand values, tone, and service standards.

Build strong relationships with customers and encourage repeat purchases and long-term loyalty.

Handle difficult or unhappy customers calmly and professionally.

Escalate important or sensitive issues to management when required.

Support the team in improving customer service processes and response times.

Team Coordination

The Customer Care Manager will act as a bridge between customers and the Beelittle team.

They should be able to:

Clearly communicate customer requirements to the relevant team.

Follow up internally to ensure commitments are completed.

Coordinate solutions across different departments.

Keep management informed about important customer issues.

Ensure there is no communication gap between the customer and the internal team.

Skills & Qualifications

2–5 years of experience in customer service, customer relationship management, retail, D2C, e-commerce, or a similar role.

Excellent verbal and written communication skills.

Strong interpersonal and problem-solving abilities.

Good follow-up and coordination skills.

Ability to handle multiple customers and tasks simultaneously.

Comfortable communicating through WhatsApp and other digital platforms.

Good knowledge of English; knowledge of Tamil/Hindi or other regional languages is an advantage.

Patient, responsible, organised, and customer-focused.

Ability to work independently while coordinating effectively with a team.