Customer Service Lead

3 days ago


Jaipur, Rajasthan, India Jaipur Rugs Full time

About the Role

At Jaipur Rugs, we seek a highly organized and diligent Senior After Sales and Customer Care Executive to lead our after-sales support team. This individual will be responsible for providing exceptional customer service, ensuring timely follow-up, and devising strategies for continuous improvement.

Key Responsibilities:

  • Team Leadership: Provide leadership and direction to the after-sales support team, emphasizing accurate reporting and timely follow-up.
  • Customer Support: Handle customer queries, concerns, and feedback, ensuring prompt and effective resolution to foster customer satisfaction and retention.
  • Process Improvement: Devise strategies for the continual enhancement of the customer service experience, using performance metrics to pinpoint areas for improvement.
  • Return and Exchange Management: Ensure efficient management of returns, exchanges, and repair processes in coordination with relevant departments, maintaining precise records for follow-up actions.
  • Documentation and Reporting: Maintain rigorous documentation of customer interactions, resolutions, and after-sales support outcomes to inform strategy and training.
  • Performance Metrics: Deliver regular reports to management on customer care metrics, highlighting the efficacy of follow-up procedures and opportunities for service excellence.

Requirements:

  • Bachelor's degree in Business Administration, Communication, or a related field.
  • A minimum of 6 years of robust experience in customer service or after-sales care, particularly within an eCommerce context.
  • Demonstrated excellence in reporting, monitoring, and timely follow-up, with a methodical approach to problem-solving.
  • Effective team leadership and management capabilities.
  • High proficiency with CRM platforms, MS Office, and data analysis tools.
  • Superior communication skills, with fluency in English and ideally, additional languages relevant to the company's markets.

Why Choose Jaipur Rugs?

  • Be part of a globally acclaimed brand renowned for its fusion of artisanship and innovation.
  • Join a purpose-driven organization with a profound social impact.
  • Take on a challenging role with the potential for personal growth and career development.
  • Benefit from a competitive salary ( estimated $75,000 - $100,000 per annum) and a comprehensive suite of benefits.


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