Customer Service Director for After Sales and Support

2 weeks ago

Jaipur, Rajasthan, India Jaipur Rugs Full time

About the Role:

We are seeking a highly organized and diligent Senior After Sales and Customer Care Executive to lead our after-sales support team. This key role requires exceptional reporting and follow-up abilities, with a strong capability to maintain and enhance customer relationships post-purchase.

Main Responsibilities:

  • Leadership and Direction: Provide leadership and direction to the after-sales support team, emphasizing the importance of accurate reporting and timely follow-up.
  • Customer Queries and Feedback: Handle customer queries, concerns, and feedback, ensuring prompt and effective resolution to foster customer satisfaction and retention.
  • Strategic Planning: Devise strategies for the continual enhancement of the customer service experience, using performance metrics to pinpoint areas for improvement.
  • Returns, Exchanges, and Repair: 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:

  • Qualifications: Bachelor's degree in Business Administration, Communication, or a related field.
  • Experience: A minimum of 6 years of robust experience in customer service or after-sales care, particularly within an eCommerce context.
  • Skills and Abilities: 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.
  • Languages: Superior communication skills, with fluency in English and ideally, additional languages relevant to the company's markets.

Why Work with Us:

  • Global Recognition: Represent a globally acclaimed brand renowned for its fusion of artisanship and innovation.
  • Purpose-Driven Organization: Become a part of a purpose-driven organization with a profound social impact.
  • Personal Growth and Development: Take on a challenging role with the potential for personal growth and career development.
  • Competitive Compensation: Benefit from a competitive salary and a comprehensive suite of benefits.

Estimated Salary: $60,000 - $80,000 per annum

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