Job Description
Customer Experience Management
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- 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.n

n2. Returns, Exchanges & Refunds
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- 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.n

n3. Customer Escalation Management
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- 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.n

n4. Team Leadership
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- 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.n

n5. Process Improvement
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- 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.n

n6. Reporting & Analytics
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- Prepare weekly and monthly MIS reports on:n
- Customer queriesn
- Returns, exchanges & refundsn
- Escalationsn
- SLA adherencen
- Customer Satisfaction (CSAT)n
- Team productivityn
- Present actionable insights and recommendations to leadership.n

n7. Cross-Functional Collaboration
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- 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.n

nrequir

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