Customer Service Department Lead

4 weeks ago


Delhi, Delhi, India VegNonVeg Full time

Job Title: Customer Service Department Lead

We are seeking a highly motivated and experienced customer experience manager to lead our customer service department at VegNonVeg, India's first multi-brand sneaker store. The ideal candidate will have a proven track record of providing outstanding customer service, developing effective customer service procedures, and implementing customer loyalty programs. Key responsibilities include supervising customer inquiries, handling escalations, resolving problems, and maintaining customer satisfaction and NPS scores. Additionally, the successful candidate will review and audit chats, emails, and other channels of communication, provide feedback to the team and QAs, and manage the customer service team, communicate job expectations, and perform appraisals and job reviews. The ideal candidate will also have excellent leadership and interpersonal skills, strong decision-making skills, and proficiency in CRM tools.

Key Responsibilities:

- Supervise customer inquiries and handle escalations
- Resolve problems and maintain customer satisfaction and NPS scores
- Review and audit chats, emails, and other channels of communication
- Provide feedback to the team and QAs
- Manage the customer service team and communicate job expectations

Requirements:

- 5+ years of experience in a customer service role
- Excellent leadership and interpersonal skills
- Strong decision-making skills
- Proficiency in CRM tools

About VegNonVeg:

VegNonVeg is a multi-brand sneaker store based in Delhi, Bangalore, and Mumbai. We are committed to developing India's own story of sneaker and street culture. Our store is a venue for music, a studio for art, a room for debate, and a place of cultural influence. We carry a heavily curated selection of sneakers, music on vinyl, books, art, and apparel for sale.

Reports to: Director Ops



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