Key Responsibilities:
- Customer Query Management:
- Respond promptly and courteously to customer queries via phone, email, live chat, and social media.
- Ensure the customer service team provides accurate and personalized responses, reflecting the brand's luxury image.
- Exchange and Returns Processing:
- Oversee the exchange and return process to ensure it aligns with the brand's high standards.
- Handle escalated cases with a focus on customer satisfaction and brand loyalty.
- Work closely with the logistics and inventory teams to ensure a seamless process.
- Complaint Resolution:
- Address and resolve customer complaints with empathy and professionalism, ensuring a positive resolution.
- Develop and refine procedures for managing complaints to enhance the customer experience.
- Maintain detailed records of complaints and resolutions for continuous improvement.
- Facilitating Customer Visits:
- Organize and facilitate exclusive customer visits to our showrooms or events, ensuring a luxurious experience.
- Coordinate with relevant departments to prepare for visits and provide personalized service.
- Gather and act on customer feedback post-visit to enhance future experiences.
- Customer Feedback and Continuous Improvement:
- Collect and analyze customer feedback to identify areas for improvement.
- Implement changes based on feedback to enhance the overall customer experience.
- Stay informed about industry trends and best practices to continuously elevate the customer service function.
- Reporting and Analytics:
- Prepare regular reports on customer service metrics, such as response times, resolution rates, and customer satisfaction.
- Use data to identify trends and provide actionable insights to management.
Working Conditions:
- Full-time position with occasional requirements to work beyond standard hours.
- Primarily office-based with some travel required for customer visits and events.
Job Types: Full-time, Permanent
Job Types: Full-time, Permanent
Schedule: - Day shift
Ability to commute/relocate:
- Jangpura, Delhi, Delhi: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
