Sr. Customer Care Executive

1 day ago

Mumbai, India YUVAKAA Full time

Position: Sr. Customer Care Executive

Location: Mumbai (Full-Time, Office-Based)

Company: YUVAKAA- A unit of TCW Pvt. Ltd.


YUVAKAA, an exciting new Western wear fashion brand under Transcontinental Celebration World Pvt. Ltd., is preparing to go live soon. We are seeking a dedicated and experienced Customer Care Lead to join our team. This mid-senior level role is crucial for enhancing our customer service experience and ensuring customer satisfaction as we launch our brand. If you have extensive experience in customer support within the apparel industry, expertise in handling ticketing systems and CRM, and a passion for delivering exceptional customer experiences, we want to hear from you.


Key Responsibilities:

  • Customer Interaction: Handle and resolve complex customer inquiries, complaints, and issues efficiently and professionally across various channels (email, phone, chat, social media).
  • Customer Experience Enhancement: Develop and implement strategies to improve the overall customer experience, ensuring high levels of satisfaction and loyalty. Aim to create a "wow" experience for every customer interaction.
  • Problem-Solving Approach: Approach customer issues with a proactive and problem-solving mindset, ensuring effective and lasting solutions.
  • Process Improvement: Identify areas for improvement in customer service processes and implement best practices to enhance efficiency and effectiveness.
  • Customer Feedback Management: Collect and analyze customer feedback to identify trends and areas for improvement, providing insights to inform strategic decisions.
  • Training and Development: Assist in training and mentoring customer care team members to ensure they provide excellent service.
  • Apparel Industry Expertise: Utilize your knowledge of the apparel industry to provide tailored support and solutions to customers.
  • Ticketing System Management: Oversee and manage the ticketing system, ensuring timely and effective resolution of customer issues.
  • CRM Utilization: Ensure full control and effective use of the CRM system to track and manage customer interactions and data.
  • Performance Metrics: Monitor key performance indicators (KPIs) related to customer service and report findings to senior management.
  • Cross-Department Collaboration: Work closely with other departments (e.g., sales, marketing, logistics) to ensure a seamless customer experience.


Requirements:

  • Experience: Minimum 3-5 years of experience in customer support, with significant experience in the apparel industry.
  • Technical Skills: Proficient in managing ticketing systems and CRM software.
  • Customer Service Skills: Strong problem-solving abilities, excellent communication skills, and a customer-centric mindset.
  • Complex Case Handling: Demonstrated ability to handle complex customer cases with a positive and effective approach.
  • Industry Knowledge: In-depth understanding of the apparel industry and its customer service requirements.
  • Educational Background: Bachelor’s degree in Business Administration, Marketing, or a related field.
  • Availability: This is a full-time, office-based position in Andheri West, Mumbai. Remote work is not supported.


What We Offer:

  • Impactful Role: An opportunity to play a pivotal role in the launch and growth of an exciting new fashion brand.
  • Dynamic Environment: A vibrant and supportive work environment that values innovation and customer focus.
  • Competitive Benefits: A comprehensive compensation package, including a competitive salary, benefits, and opportunities for professional growth.


Apply Now:

If you are a customer care professional with extensive experience in the apparel industry and expertise in ticketing systems and CRM, we encourage you to apply. Please submit your resume and cover letter to jagriti.dabral@yuvakaa.com. Join YUVAKAA and help us deliver an exceptional customer experience from day one.

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