16/08 Poonam
HR Partner at The Label Life

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The Label Life - Manager - Customer Service (4-5 yrs)

Mumbai Job Code: 840911

The Customer Service Manager will be partnering with key stakeholders to align customer experience strategy with overall growth objective. She will lead a team of associates to deliver superior customer experience for the TLL customer.

Key Responsibilities :

Customer Experience/Sales :

- Enhance customer experience across all channels including inbound calls, emails, chat etc.

- Develop listening points in the customer journey and identify opportunities for improvement of existing services, introduction of new services, and scaling of operations

- Drive revenues through direct sales and upselling

 Team Management:

- Lead the customer service team to provide superior customer experience, while driving KPIs to achieve overall targets

- Develop and document team processes and training modules

- Conduct ongoing training using real use-case examples


- Leverage analytics and dashboards to identify trends in user behavior and provide recommendations to improve processes and recurring customer issues to achieve strategic business goals

- Monitor, evaluate and improve key Customer Service metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Churn Rate, Customer Retention, Omni-channel support

- Provide inputs to manage the user experience of the website including site navigation (QA)

- Partner cross-functionally with Operations and Retail teams to optimize omnichannel order & return processes, ensuring a seamless customer experience across channels

Key Touchpoints: Operations, Retail, Technology, Merchandising and Marketing teams

Education and Experience:

- Bachelors/Masters degree with 4+ years of relevant experience with a retail fashion/lifestyle brand with omnichannel presence

- Strong customer focus with good understanding of business drivers that will impact sales including retail e-commerce processes, technologies, softwares and best practices

Desired Skills :

- Entrepreneurial spirit, ability to work quickly, efficiently and strategically with a multiple internal/external stakeholder

- Exceptional collaboration and communication skills; resourceful, detail-oriented, with the ability to multitask and balance competing priorities

- Ability to work at a day-to-day level while maintaining an overall business perspective

- Elevated eye and understanding of luxury fashion aesthetic

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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