Lenskart is an Indian multinational optical prescription eyewear retail chain, based in Gurugram. As of March 2023, Its manufacturing facility in New Delhi manufactures 3 lakh glasses a month. Lenskart is building an automated factory in Bhiwadi, Rajasthan, with an annual production capacity of 5 crore glasses.
Overview
Lenskart is hiring eligible and interested applicants for the post of Assistant General Manager – Customer Service at their Gurugarm, India locations. The Assistant General Manager (AGM) of Customer Service plays a key role in ensuring the delivery of exceptional customer service experiences across all touchpoints. This individual will assist the General Manager in overseeing and managing the customer service department, leading a team of customer service representatives, and implementing strategies to enhance customer satisfaction and loyalty. The AGM of Customer Service will collaborate closely with other departments to drive continuous improvement in customer service processes and procedures.
To complete details for this job are as follows
Role and Responsibilities
- assist the General Manager in developing and implementing customer service policies, procedures, and standards to ensure consistency and excellence in service delivery.
- Supervise and support a team of Assistant Managers, Team Leads and Customer Service Advisors, providing guidance, training, and performance feedback to foster a high-performing and customer-focused culture.
- Monitor customer service metrics, such as response times, resolution rates, customer satisfaction scores, and Net Promoter Score (NPS), and take proactive measures to address areas for improvement.
- Create a strategy to increase key performance indicators including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Contact Order, FCR, Reopen Rates and Resolution TATs (Turnaround Time) for addressing issues, in order to offer a faultless support system to business partners Customers
- Develop standard operating procedures to ensure consistent exceptional service is provided to end users/customers.
- Generate insights into the potential causes using research and historical data. Experiments can be used to verify and evaluate the hypothesis.
- Handle escalated customer inquiries and complaints, demonstrating empathy, professionalism, and a commitment to resolving issues to the customer’s satisfaction.
- Collaborate with other departments, including sales, marketing, operations, and product development, to identify and address customer needs, pain points, and opportunities for service enhancement.
- Stay informed about industry trends, best practices, and emerging technologies in customer service and leverage this knowledge to drive innovation and improvement initiatives.
- Lead by example in delivering outstanding customer service, serving as a role model for team members and championing a customer-centric mindset throughout the organization.
- Assist in the development and management of the customer service budget, ensuring efficient allocation of resources and adherence to financial targets.
- Prepare reports and presentations for senior management, summarizing key customer service metrics, initiatives, and outcomes.
Job Requirements:
- MBA in Business Administration, Marketing, Hospitality, or related field preferred.
- 8+ years of experience in customer service management, with a proven track record of delivering exceptional service and leading high-performing teams.
- 5+ years of team management experience, with the ability to motivate, inspire, and develop team members to achieve individual and collective goals.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, colleagues, and senior management.
- Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve customer service operations.
- Proficiency in customer relationship management (CRM) software, ticketing systems, and other customer service tools and technologies.
- Experience in the hospitality, retail, e-commerce, or service industry is a plus.
- Commitment to continuous learning and professional development in the field of customer service and management.
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