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.
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.
- 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.
- 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.
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 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
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