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Manager - Online Customer Service at INFINITE BUSINESS VENTURES (Pvt) Ltd | Vertex Jobs

I

Manager - Online Customer Service

INFINITE BUSINESS VENTURES (Pvt) Ltd•location_onColombo, Sri Lanka

work_historyFull-Timehome_workOn-site

About the Role

About the Company

I

INFINITE BUSINESS VENTURES (Pvt) Ltd

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A leading e-commerce and fashion retail company based in Sri Lanka.

Industry: Retail & eCommerce

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Lead and supervise the online customer service team for Be Desi, managing multi-channel interactions and driving service excellence across the e-commerce platform.

Responsibilities

Lead, manage, and supervise the online customer service team to ensure high service standards
Manage customer interactions across chat, WhatsApp, social media, and email
Handle escalations, complaints, and returns professionally
Coordinate with sales, warehouse, logistics, marketing, and showroom teams
Monitor customer service metrics and drive improvement initiatives
Train team members on service excellence and brand standards
Maintain availability for urgent matters outside standard hours

Requirements

Bachelor's degree or diploma in Business Management, Marketing, or related field
Minimum 5 years customer service experience with 2+ years in managerial or supervisory capacity
Background in retail, fashion, or e-commerce sectors preferred
Proficiency in customer escalation handling and online platforms
Strong communication and leadership capabilities
Data analysis skills for service performance evaluation
Flexibility for weekends and peak seasons
English fluency required; Tamil proficiency advantageous

Skills

`Customer Service` · `Team Management` · `E-Commerce` · `Retail` · `Escalation Handling` · `CRM` · `Data Analysis` · `Leadership`

How to apply

Or apply online: https://rooster.jobs/jobs/515200

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