Customer Experience Management

* Lead the customer support team to deliver prompt, empathetic, and high-quality customer service across all channels.
* Ensure every customer interaction reflects the brand’s premium experience.
* Monitor service quality and continuously improve customer satisfaction.

2. Returns, Exchanges & Refunds

* Own the complete returns, exchanges, and refunds lifecycle.
* Ensure timely processing within defined SLAs.
* Coordinate with internal teams to resolve issues efficiently.
* Identify trends in returns and recommend corrective actions to reduce return rates.

3. Customer Escalation Management

* Handle high-priority customer complaints and escalations with ownership.
* Drive timely resolution while balancing customer satisfaction and business interests.
* Maintain escalation logs and conduct root cause analysis to prevent recurrence.

4. Team Leadership

* Lead, coach, and mentor the customer experience team.
* Set clear performance goals and conduct regular performance reviews.
* Train the team on communication, product knowledge, SOPs,



and customer handling.

5. Process Improvement

* Review existing customer support processes and implement improvements.
* Develop and update SOPs to improve operational efficiency.
* Collaborate with cross-functional teams to address recurring customer concerns.

6. Reporting & Analytics

* Prepare weekly and monthly MIS reports on:
* Customer queries
* Returns, exchanges & refunds
* Escalations
* SLA adherence
* Customer Satisfaction (CSAT)
* Team productivity
* Present actionable insights and recommendations to leadership.

7. Cross-Functional Collaboration

* Work closely with Retail, E-commerce, Warehouse, Logistics, Finance, Merchandising, and Quality teams to ensure a seamless customer journey.
* Support current initiatives aimed at enhancing customer experience.
requirements;
Bachelor’s degree in any discipline.
* 3–7 years of experience in Customer Experience, Customer Support, or Customer Service

📌 Customer Service Lead (Gurugram)
🏢 Mulmul
📍 Gurugram