Job Description
Customer Experience Management
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n* Lead the customer support team to deliver prompt, empathetic, and high-quality customer service across all channels.
n* Ensure every customer interaction reflects the brand’s premium experience.
n* Monitor service quality and continuously improve customer satisfaction.
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n2. Returns, Exchanges & Refunds
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n* Own the complete returns, exchanges, and refunds lifecycle.
n* Ensure timely processing within defined SLAs.
n* Coordinate with internal teams to resolve issues efficiently.
n* Identify trends in returns and recommend corrective actions to reduce return rates.
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n3. Customer Escalation Management
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n* Handle high-priority customer complaints and escalations with ownership.
n* Drive timely resolution while balancing customer satisfaction and business interests.
n* Maintain escalation logs and conduct root cause analysis to prevent recurrence.
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n4. Team Leadership
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n* Lead, coach, and mentor the customer experience team.
n* Set clear performance goals and conduct regular performance reviews.




n* Train the team on communication, product knowledge, SOPs, and customer handling.
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n5. Process Improvement
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n* Review existing customer support processes and implement improvements.
n* Develop and update SOPs to improve operational efficiency.
n* Collaborate with cross-functional teams to address recurring customer concerns.
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n6. Reporting & Analytics
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n* Prepare weekly and monthly MIS reports on:
n * Customer queries
n * Returns, exchanges & refunds
n * Escalations
n * SLA adherence
n * Customer Satisfaction (CSAT)
n * Team productivity
n* Present actionable insights and recommendations to leadership.
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n7. Cross-Functional Collaboration
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n* Work closely with Retail, E-commerce, Warehouse, Logistics, Finance, Merchandising, and Quality teams to ensure a seamless customer journey.
n* Support current initiatives aimed at enhancing customer experience.
nrequirement

📌 Customer Service Lead (New Delhi)
🏢 Mulmul
📍 New Delhi