Customer Service Manager Retail

Role Overview

We are looking for a Customer Service Manager to own and elevate the customer experience at our retail stores. This role requires strong on-floor presence, direct customer interaction, and the ability to resolve concerns while ensuring every customer has a smooth and positive store experience.

Key Responsibilities

- Be actively present on the store floor and personally interact with customers throughout their store journey.

- Understand customer needs, address queries, and ensure timely and effective resolution of concerns.

- Handle customer complaints, escalations, returns, and exchanges with ownership and empathy.

- Proactively identify customer pain points and work with the store team to resolve them.

- Ensure consistent adherence to customer service standards across the store.

- Coach and guide store teams on customer interaction, service quality, and handling difficult situations.





- Track customer feedback and identify recurring issues and opportunities to improve the store experience.

- Partner with Store Managers and other teams to resolve customer issues and improve overall customer satisfaction.

- Build strong customer relationships and contribute to repeat visits and customer retention.

Requirements

- 2+ years of experience in retail, customer service, hospitality, or a similar customer-facing role.

- Strong communication and interpersonal skills.

- Comfortable engaging with customers personally on the retail floor.

- Strong problem-solving and conflict-resolution abilities.

- Customer-first mindset with a strong sense of ownership.

- Ability to manage multiple customer interactions in a quick-paced retail environment.

- Prior experience handling customer escalations, complaints, returns, or service issues is preferred.

📌 Reception Manager (Bengaluru)
🏢 Lenskart
📍 Bengaluru