Customer Service cum Operations Manager

Customer Service Management Handle customer inquiries via WhatsApp, email, phone, social media, and marketplace platforms. Set and maintain service standards for response time, resolution, and customer communication. Resolve complex cases including refunds, returns, chargebacks, delivery delays, and product issues. Develop SOPs, scripts, FAQs, and escalation protocols. Train, coach, and evaluate the customer service team to ensure consistent quality. Operations & Fulfilment Supervision Oversee the entire order process: confirmation, payment verification, fulfilment, dispatch, tracking, and closure. Liaise with warehouse, 3PL partners, and couriers to meet cut-off times and resolve delivery exceptions. Ensure accurate SKU/serial tracking, warranty registration, and voucher management. Monitor stock availability and coordinate with purchasing for restocking or substitutions. Merchant & Supplier Coordination Work with merchants to ensure product readiness, timely delivery, and replacement...