Customer Service Manager (Female)

We are seeking an experienced Customer Service Manager to oversee customer service operations for multiple luxury fashion brands. The ideal candidate will possess strong leadership and communication skills, a customer-focused mindset, and experience managing relationships with international clients and luxury fashion brands. This role requires managing customer service teams, upholding premium service standards, and ensuring customer satisfaction across all communication channels. The manager will coordinate closely with brand representatives and internal teams on order placement, product measurements, sizing, and customization requests, especially for made-to-measure garments. Attention to detail is critical to guarantee accurate order specifications, clear communication, timely fulfillment, and a seamless customer experience while maintaining each brand’s identity and service excellence.

Key Responsibilities

- Manage daily operations of the Customer Service team across all assigned luxury fashion brands, ensuring timely and high-quality handling of inquiries, orders, complaints, and escalations.
- Maintain regular communication with brand owners and key stakeholders by attending meetings, providing updates, discussing performance, and following up on action points.
- Coordinate with luxury fashion brands and international customers regarding order placement, product measurements, sizing, and customization requests to ensure accuracy and a smooth customer journey.
- Serve as the primary liaison between customers, brand representatives, and internal teams to clarify product specifications, confirm order details, and manage special requests related to made-to-measure or customized garments.
- Ensure every customer interaction reflects the brand’s tone of voice, service standards, and premium experience expectations.
- Monitor daily customer service performance, identify opportunities to improve satisfaction, increase sales conversions, and strengthen customer loyalty.
- Oversee sales-related customer service activities such as abandoned checkout recovery, pending payment follow-ups, order consultations, and conversion support to drive revenue.
- Track operational performance across all brands, identify recurring issues, and implement solutions to enhance efficiency and service quality.
- Handle customer complaints, escalations, goodwill requests, and chargeback cases professionally and in line with brand policies.
- Conduct regular performance reviews with Team Leads to assess KPIs, SLAs, quality scores, productivity, and customer satisfaction.
- Coach and develop Team Leads and Customer Service team members through feedback, performance discussions, and development plans.
- Plan team coverage and resource allocation to ensure adequate support for each brand throughout the day.
- Prepare and present performance reports for senior management and brand stakeholders, including insights and recommendations.
- Drive continuous improvement initiatives to enhance service quality, reduce complaints, increase efficiency, and support revenue growth.
- Ensure compliance with client contracts, company policies, SOPs, SLAs, and departmental KPIs.
- Perform other tasks as assigned by management.

Required Qualifications

- Strong communication, leadership, and interpersonal skills with the ability to manage teams and build relationships with brand owners and stakeholders.
- Solid knowledge of the fashion industry, preferably luxury fashion.
- Minimum of 2 years’ experience in team management, ideally within Customer Service or Customer Experience.
- Proven track record in managing customer service operations, handling escalations, and maintaining high customer satisfaction levels.
- Strong understanding of customer experience management, service quality standards, and performance metrics (KPIs and SLAs).
- Excellent problem-solving, decision-making, and process improvement skills focused on operational efficiency and service excellence.
- Experience coordinating with internal teams and external stakeholders to ensure smooth order fulfillment and superior customer experience.
- Exceptional organizational and multitasking abilities to manage multiple brands and priorities effectively.
- Proficiency with customer service tools, CRM systems, reporting dashboards, and automation platforms is a plus.
- Customer-centric mindset with a focus on accountability, continuous improvement, and upholding premium brand standards.

Preferred Qualifications and Benefits

- Bachelor’s degree preferred.
- Fluent English language skills required.
- Location: Karachi (in-person work).
- Working hours: Monday to Saturday, 9:30 am to 6:00 pm.
- Competitive salary range: Rs120,000 to Rs140,000 per month.
- Benefits include Provident Fund, Medical coverage, Bonus, and Leave entitlements.

Candidates will be asked about their expected salary during the application process. This role offers an excellent opportunity to lead customer service operations within a dynamic luxury fashion environment while driving high standards of service and customer satisfaction.