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.
Solid problem-solving and conflict-resolution abilities.
Customer-first mindset with a robust sense of ownership.
Ability to manage multiple customer interactions in a quick-paced retail workplace.
Prior experience handling customer escalations, complaints, returns, or service issues is preferred.

📌 Reception Manager Bengaluru
🏢 Lenskart
📍 Bengaluru