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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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