Customer Service Lead

Mulmul
Department Icon Operations Maintenance & Support
Posted: 3 months ago
3-7 years
Gurugram, Haryana
Operations Maintenance & Support
work from office
Full Time
Posted: 3 months ago
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Job Description

  • Customer Experience Management
  • * Lead the customer support team to deliver prompt, empathetic, and high-quality customer service across all channels.
  • * Ensure every customer interaction reflects the brands premium experience.
  • * Monitor service quality and continuously improve customer satisfaction.
  • 2. Returns, Exchanges & Refunds
  • * Own the complete returns, exchanges, and refunds lifecycle.
  • * Ensure timely processing within defined SLAs.
  • * Coordinate with internal teams to resolve issues efficiently.
  • * Identify trends in returns and recommend corrective actions to reduce return rates.
  • 3. Customer Escalation Management
  • * Handle high-priority customer complaints and escalations with ownership.
  • * Drive timely resolution while balancing customer satisfaction and business interests.
  • * Maintain escalation logs and conduct root cause analysis to prevent recurrence.
  • 4. Team Leadership
  • * Lead, coach, and mentor the customer experience team.
  • * Set clear performance goals and conduct regular performance reviews.
  • * Train the team on communication, product knowledge, SOPs, and customer handling.
  • 5. Process Improvement
  • * Review existing customer support processes and implement improvements.
  • * Develop and update SOPs to improve operational efficiency.
  • * Collaborate with cross-functional teams to address recurring customer concerns.
  • 6. Reporting & Analytics
  • * Prepare weekly and monthly MIS reports on:
  • * Customer queries
  • * Returns, exchanges & refunds
  • * Escalations
  • * SLA adherence
  • * Customer Satisfaction (CSAT)
  • * Team productivity
  • * Present actionable insights and recommendations to leadership.
  • 7. Cross-Functional Collaboration
  • * Work closely with Retail, E-commerce, Warehouse, Logistics, Finance, Merchandising, and Quality teams to ensure a seamless customer journey.
  • * Support new initiatives aimed at enhancing customer experience.
  • requirements;
  • Bachelors degree in any discipline.
  • * 3–7 years of experience in Customer Experience, Customer Support, or Customer Service Operations.
  • * Minimum 2 years of experience leading a customer support team.
  • * Experience in retail, fashion, lifestyle, luxury, or D2C/e-commerce brands is preferred.

Skills

Customer SupportOperationsService OperationsCustomer SatisfactionCustomer Service OperationsCustomer ServiceLogisticsOperational EfficiencyCustomer HandlingWarehouse

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