Website:
watchfactory.in
Job details:
Company Description
The Watch Factory is a leading destination for authentic luxury and fashion watches in India, representing 40+ global brands. With a strong retail and ecommerce presence across Jaipur, Jodhpur, and Chandigarh, the brand focuses on authenticity, official warranties, premium service, and curated customer experiences for individual buyers, collectors, and corporate clients.
Role Description
We are looking for a proactive Customer Support Manager to manage customer communication across calls, WhatsApp, email, AI chatbots, and website enquiries while ensuring a high-quality premium customer experience.
The role involves recovering abandoned checkouts, assisting customers in completing purchases, managing shipment follow-ups, and overseeing support processes to improve conversions and satisfaction.
Key Responsibilities
Call customers with abandoned checkouts and assist them in completing purchases
Respond to WhatsApp queries, emails, website chat, and AI chatbot conversations
Monitor AI chatbot interactions and take over conversations when required
Attend inbound customer calls and provide product guidance
Take orders on call and create orders in Shopify
Track customer conversations and follow up for pending decisions
Coordinate with operations team for order status, dispatch, and after-sales support
Handle exchange, return, and service related queries professionally
Maintain CRM notes and conversation records for every customer
Track shipments, monitor delivery status, and proactively follow up with shipping partners
Coordinate with courier companies for delays, RTO cases, delivery issues, and customer updates
Assist in improving chatbot responses by identifying gaps and updating FAQs
Core Requirements (Must Have)
Excellent spoken and written English (Hindi required)
Confident on phone with strong persuasion skills (sales + support mindset)
Experience handling WhatsApp Business, email support, calling customers, and chat support
Basic understanding of Shopify orders, abandoned checkouts, order editing
Core understanding of shipment lifecycle (processing → dispatch → in transit → delivery → RTO)
Ability to follow up with courier partners and resolve shipping issues
Comfortable working with AI chatbots and automation tools
Tech-comfortable: can quickly learn dashboards, workflows, and support tools
Active, responsive, and able to manage multiple conversations simultaneously
Strong attention to detail and customer experience focus
Preferred (High Value Candidates)
Experience in luxury retail / watches / premium ecommerce
Experience with Interakt, chatbot platforms, or helpdesk tools
Understanding of courier panels (Bluedart, Delhivery, etc.)
Familiar with payment links, COD confirmation, fraud checks
CRM tagging, pipeline follow-ups, and conversion tracking
Sales closing ability on phone
Self learning abilities.
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