Customer Service Leader
1 week ago
We are a luxury rug industry leader, combining traditional craftsmanship with avant-garde design.
Job Title: Senior After Sales and Customer Care ExecutiveWe 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.
- 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.
- 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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