Title Customer Relationship Manager

The Customer Representative Manager for our luxury e-commerce brand specializing in leather handbags is responsible for delivering exceptional customer service. Your role involves managing customer queries, overseeing exchanges and returns, resolving complaints, and facilitating customer visits. You should have a strong background in customer service within the luxury retail sector, a keen attention to detail, and a commitment to maintaining the brand's high standards. Respond promptly and courteously to customer queries via phone, email, live chat, and social media. Ensure the customer service team provides accurate and personalized responses, reflecting the brand's luxury image. Oversee the exchange and return process to ensure it aligns with the brand's high standards. Handle escalated cases with a focus on customer satisfaction and brand loyalty. Work closely with the logistics and inventory teams to ensure a seamless process. Address and resolve customer complaints with empathy and professionalism, ensuring a positive resolution. Develop and refine procedures for managing complaints to enhance the customer experience. Maintain detailed records of complaints and resolutions for continuous improvement. Organize and facilitate exclusive customer visits to our showrooms or events, ensuring a luxurious experience. Coordinate with relevant departments to prepare for visits and provide personalized service. Gather and act on customer feedback post-visit to enhance future experiences. Collect and analyze customer feedback to identify areas for improvement. Implement changes based on feedback to enhance the overall customer experience. Stay informed about industry trends and best practices to continuously elevate the customer service function. Prepare regular reports on customer service metrics, such as response times, resolution rates, and customer satisfaction. Use data to identify trends and provide actionable insights to management. This is a full-time position with occasional requirements to work beyond standard hours. It is primarily office-based with some travel required for customer visits and events. Job Types: Full-time, Permanent Schedule: Day shift Ability to commute/relocate: South Delhi, Delhi, Delhi: Reliably commute or planning to relocate before starting work (Required) Language: English (Required) Work Location: In person Application Deadline: 04/06/2024,