Customer Service Leader

1 week ago


Jaipur, Rajasthan, India Jaipur Rugs Full time
About Jaipur Rugs

We are a luxury rug industry leader, combining traditional craftsmanship with avant-garde design.

Job Title: Senior After Sales and Customer Care Executive

We are seeking an experienced Senior After Sales and Customer Care Executive to lead our after-sales support team. The successful candidate will have a strong track record of customer service experience in an eCommerce setting and be able to maintain and enhance customer relationships post-purchase.

Key Responsibilities:
  • Provide leadership and direction to the after-sales support team, ensuring accurate reporting and timely follow-up.
  • Handle customer queries, concerns, and feedback, ensuring prompt and effective resolution to foster customer satisfaction and retention.
  • Develop strategies for continual enhancement of the customer service experience, using performance metrics to pinpoint areas for improvement.
  • Ensure efficient management of returns, exchanges, and repair processes in coordination with relevant departments, maintaining precise records for follow-up actions.
  • Maintain rigorous documentation of customer interactions, resolutions, and after-sales support outcomes to inform strategy and training.
  • 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.
Benefits
  • Competitive salary: ₹800,000 - ₹1,200,000 per annum (approximately $10,500-$15,750 USD).
  • Comprehensive benefits package including health insurance, retirement plan, and paid time off.
  • Opportunities for career growth and professional development.
  • Work-life balance and flexible working hours.


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