Fashion E‑commerce Customer Service Manager

About the role

We are looking for a proactive Fashion E‑commerce Assistant Customer Service Manager to lead our customer support team and ensure a seamless shopping experience for our online clientele. The role combines hands‑on order assistance with team leadership in a fast‑moving fashion retail environment.

Key responsibilities

• Respond promptly to customer inquiries across email, chat and social media, providing accurate product and order information.
• Assist customers with placing, modifying, returning or exchanging orders and coordinate with operations to track deliveries.
• Investigate and resolve complaints, working closely with other departments to achieve timely solutions.
• Develop deep knowledge of Chello’s product range, new launches and promotions to offer informed recommendations.
• Gather and document customer feedback, highlighting trends and improvement opportunities for management.
• Perform administrative duties such as order processing, data entry and documentation.
• Collaborate with operations and other functions to streamline customer‑related processes.
• Supervise and coach the customer service team, monitor performance, and foster a positive, goal‑aligned culture.

Required profile

• 3‑5 years of customer service experience in fashion, lifestyle, e‑commerce or premium consumer brands.
• Strong leadership and people‑management abilities.
• Detail‑oriented with the capacity to handle multiple tasks simultaneously.
• Excellent written and verbal communication skills.
• Flexible schedule to meet business needs.

Required skills

• Proficiency with customer service software and platforms.