Being a CEM, the roles and responsibilities are:

- To understand, anticipate and satisfy the needs of customer, to have anactive presence at the point of sale, and to be responsible for the correcthandling of complaints and returns.
- Improve customer service experience, create engaged customers andfacilitate organic growth.
- Take ownership of customer issues and follow problems through toresolution.
- Meeting with other managers to discuss possible improvements tocustomer service.
- Supervise and train the staff members to provide highest standards of customer service.

Requirement

-Valuable knowledge of the company, the brand and the store they are applying for. -Passion for people and processes. -Systematic organized approach to work. -Flexibility and problem-solving ability. -Has initiative to identify problems and opportunities to be proactive.

-Ability to handle pressure and react quickly to situations. -Uses initiative to make timely decisions in challenging conditions and circumstances.

-Self-motivated and ability to motivate others.

-Tenacious and resilient. -Ability to lead by example, motivate anddevelop employees.

-Ability to work autonomously and as part of a team.

-Excellent communication skills.

📌 Customer Experience Manager (Mumbai)
🏢 Zara
📍 Mumbai