After Sales Service Specialist

Job Title: Senior After Sales and Customer Care Executive

Location: Jaipur, India

About Jaipur Rugs:

Jaipur Rugs, a trailblazer in the luxury rug industry, seamlessly weaves traditional craftsmanship with avant-garde design. Our commitment to excellence, consumer satisfaction, and social accountability distinguishes us as a leader in the global market.

Position Overview:

We seek a highly organized and diligent Senior After Sales and Customer Care Executive with exceptional reporting and follow-up abilities. The candidate must have a minimum of 6 years of customer service experience within an eCommerce setting, showcasing a strong capability to maintain and enhance customer relationships post-purchase.

Key Responsibilities:

• Provide leadership and direction to the after-sales support team, emphasizing the importance of accurate reporting and timely follow-up.
• Handle customer queries, concerns, and feedback, ensuring prompt and effective resolution to foster customer satisfaction and retention.
• Devise strategies for the 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.

Qualifications:

• 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.

Why Join Jaipur Rugs:

• Represent a globally acclaimed brand renowned for its fusion of artisanship and innovation.
• Become a part of a purpose-driven organization with a profound social impact.
• Take on a challenging role with the potential for personal growth and career development.
• Benefit from a competitive salary and a comprehensive suite of benefits.