Customer Relationship Manager

You will be the Customer Representative Manager for a luxury e-commerce brand specializing in leather handbags, entrusted with delivering exceptional customer service. Your responsibilities will include managing customer queries, overseeing exchanges and returns, resolving complaints, and facilitating customer visits. The ideal candidate should possess a robust background in customer service within the luxury retail sector, a sharp attention to detail, and a dedication to upholding the brand's esteemed standards. In terms of Customer Query Management, you will be expected to promptly and courteously respond to customer inquiries through various channels like phone, email, live chat, and social media. Your role will involve ensuring that the customer service team delivers accurate and personalized responses that mirror the brand's luxury image. Regarding Exchange and Returns Processing, you will be responsible for supervising this process to ensure it meets the brand's high standards. You will also handle escalated cases with a focus on fostering customer satisfaction and brand loyalty, working in close collaboration with the logistics and inventory teams to guarantee a seamless process. Complaint Resolution will be a crucial aspect of your role, where you will address and resolve customer complaints with empathy and professionalism to achieve positive outcomes. You will also be involved in developing and refining procedures for managing complaints to elevate the customer experience, alongside maintaining detailed records of complaints and resolutions for continuous improvement. Your tasks will also include Facilitating Customer Visits, which includes organizing and executing exclusive customer visits to showrooms or events to provide a luxurious experience. Collaboration with relevant departments to prepare for visits and deliver personalized service, as well as gathering and acting on customer feedback post-visit to enhance future experiences, will be part of your responsibilities. Moreover, you will be expected to collect and analyze Customer Feedback to pinpoint areas for enhancement. Implementing changes based on feedback to improve the overall customer experience and staying updated on industry trends and best practices to consistently elevate the customer service function will be essential. In addition to your core responsibilities, you will prepare regular reports on customer service metrics such as response times, resolution rates, and customer satisfaction for Reporting and Analytics. Utilizing data to identify trends and provide actionable insights to management will be crucial in this aspect. This is a full-time position with occasional requirements to work beyond standard hours. The role is primarily office-based with some travel necessary for customer visits and events. Fluency in English is required, and the work location is in person at South Delhi, Delhi, Delhi. The application deadline for this position is 04/06/2024.,