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.

1. 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.

1. 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.

1. Team Leadership

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

1. 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.

1. 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.

1. Cross-Functional Collaboration

- Work closely with Retail, E-commerce, Warehouse, Logistics, Finance, Merchandising, and Quality teams to ensure a seamless customer journey.
- Support new 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 Operations.
- Minimum 2 years of experience leading a customer support team.
- Experience in retail, fashion, lifestyle, luxury, or D2C/e-commerce brands is preferred.

📌 Customer Service Lead (Delhi)
🏢 Mulmul
📍 Delhi