Customer Delight

4 days ago

Mumbai Maharashtra, India SUGAR Cosmetics Full time

**Role Title: Customer Delight Team**

**Role Expectations**:
Ensure exceptional customer service standards are met consistently.
Demonstrate ownership of queries by resolving them end-to-end with accuracy and empathy.
Coordinate with internal departments (Logistics, Tech, Marketing, and Warehousing) for query resolution.
Maintain a customer-first attitude in a fast-paced, digital-first environment.
Willingness to work in rotational shifts, including weekends.

**Role Deliverables**:
Timely response and resolution of customer queries within defined SLAs.
Clear and professional communication across all support platforms.
Identification and escalation of critical or recurring issues to relevant departments.
Support in refining SOPs and documenting best practices.
Contribute to improved CSAT scores by delivering consistent and delightful customer interactions.
Provide regular updates to the team on support trends and feedback.
Help maintain SLAs (response and resolution times) across all platforms.
Take ownership of customer issues and follow problems through to resolution.
Excellent problem-solving skills and the ability to handle pressure situations with empathy.

**Reporting Relationships**:
Reports to: Customer Experience Manager

Educational Qualifications:
Graduate in any discipline (preferred: Commerce, Business Administration, or related fields).

Experience Required:
1-3 years of experience in customer service/support, preferably in e-commerce, retail,or cosmetics/beauty industry.
Strong command over written and verbal communication (English required, Hindi proficiency preferred).
Experience in using CRM platforms such as Freshdesk, Shopify, Uniware, Clickpost or similar tools.
Prior exposure to order, returns, refund, or courier coordination processes is a plus.

SUGAR Cosmetics, a cult favorite amongst Gen Z and millennials, is one of the fastest-growing premium beauty brands in India. With its clutter-breaking persona, signature low-poly packaging and chart-topping products, SUGAR is the makeup of choice for bold, independent women who refuse to be stereotyped into roles. Crafted in state-of-the-art facilities across Germany, Italy, India, USA and Korea, the brand ships its bestselling products in Lips, Eyes, Face, Nails & Skin categories across the world. With a cruelty-free range that is high on style and higher on performance, the brand is obsessed with crafting products that are a perfect match for every Indian skin tone across seasons and around the calendar. Backed by the trust of marquee investors and the love of millions of makeup enthusiasts, SUGAR Cosmetics is rapidly scaling its physical presence with 50,000+ retail touchpoints across 550+ cities and a mission of reaching the doorstep of every makeup user in the country.

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