Job Requirements
CUSTOMER SERVICE MANAGER – BEYON
Job Title: Customer Service Manager - Beyon
Company Name: Titan Company Ltd
Job Type: RP (Regular/Permanent)
Job Category: Jewellery – Customer Service (Executive/Snr Executive)
Job Description: -
We are seeking a graduate from any discipline with 3–5 years of experience in customer service or other customer-centric roles such as retail operations, customer experience programs, service operations, NPS/VOC management, etc. This role will translate brand requirements into operational execution by establishing service infrastructure, developing policies/standards/SOPs, and driving service initiatives such as product servicing, exchange processes, service camps, NPS improvement and vendor/service equipment management for the emerging brand - BEYON
Responsibilities & Key Deliverables:
- Establish service infrastructure, including system/process development, Periodical process review, escalation framework and controls.
- Develop the service policies, standards and SOPs
- Support spare management and drive initiatives to reduce service lead time (TAT) through process optimization and cross-functional coordination.
- Manage exchange processes end-to-end, including process control, SOP formulation/updation
- Vendor management and ensure uptime of service equipment at stores through preventive maintenance planning, handling breakdown complaints and vendor coordination.
- Drive service experience initiatives such as jewellery cleaning programs, service camps, NPS improvement programs and other service-related customer engagement activities.
- Conduct BTQ and market visits for training programs, retail team education, Process audits, market studies and benchmarking of best practices.
- Handle customer complaints with strong conflict resolution, negotiation and closure ownership
Preferred Candidate:
- Graduate from any discipline.
- 3–5 years of relevant experience in customer service / customer experience / retail operations / service operations / NPS/VOC or other customer-centric roles.
- Excellent communication, coordination and stakeholder management skills; comfortable interacting with senior leadership.
- Strong analytical and problem-solving ability; continuous improvement mindset with capability to deploy industry best practices.
- Multilingual capability preferred (English + Regional languages), strong conflict resolution and complaint handling skills.
External interfaces:
Customers
Internal interfaces:
BEYON Team, Retail team, ABMs, RBMs, ISCM, Commercial, Vendor partners
Work Experience
Preferred Candidate:
- Graduate from any discipline.
- 3–5 years of relevant experience in customer service / customer experience / retail operations / service operations / NPS/VOC or other customer-centric roles.
- Excellent communication, coordination and stakeholder management skills; comfortable interacting with senior leadership.
- Strong analytical and problem-solving ability; continuous improvement mindset with capability to deploy industry best practices.
- Multilingual capability preferred (English + Regional languages), strong conflict resolution and complaint handling skills. Preferred having knowledge and ability to align with jewellery sector and manufacturing processes • Innovative thinking, Problem solving with structured approaches • Good interpersonal & People management skills & willing to travel various locations
