Manager - Customer Escalations & CRM - Home Decor

About the Role:

- This role isn't just about handling customer queries.

- It's about understanding patterns, solving problems, and improving the overall customer experience.

- You won't just respond - you'll think, prioritise, and take ownership.

Key Responsibilities:

- Manage customer queries and escalations via Kwikengage

- Resolve issues with clarity, speed, and empathy

- Identify recurring concerns and surface actionable insights to the team

- Ensure a seamless and consistent customer experience across touchpoints

- Coordinate internally to close loops effectively

What We're Looking For:

- Strong written and verbal communication skills

- Ability to stay calm and structured under pressure

- High attention to detail and problem-solving mindset

- Someone who sees complaints as signals, not just issues

Must Haves:

- Experience in customer support / CRM / client-facing roles

- Comfort working with CRM tools (experience with Kwikengage or Zoho is a plus)

- Ability to manage multiple conversations without losing clarity or quality

What Sets You Apart:

- You take full ownership of issues until closure

- You're proactive in identifying patterns and improvements

- You care about getting things right, not just done

This Role May Not Be for You If:

- You get overwhelmed easily in high-volume situations

- You prefer rigid scripts over thinking independently

- You don't enjoy solving customer problems end-to-end

Why Join?

- Work at the intersection of customer experience and operations

- High ownership role with direct impact on user satisfaction

- Fast-paced environment with real learning and growth