Job Summary:
We are looking for a professional and customer-focused Customer Service Manager who is able to handle customer service in a good way. You will be the first point of contact for our customers and play a key role in building trust and satisfaction.
Key Responsibilities:
1. Customer Handling
Manage customer walk-ins, complaints, returns & exchanges at store level
Ensure 100% resolution with empathy, speed & company policy
Handle escalations from store staff & turn negative experiences into positive ones
2. Team Leadership
Train & guide floor staff, billing & counter teams on service standards
Conduct daily huddles: grooming, greetings, upselling, grievance handling
Monitor staff behavior, discipline & customer feedback scores
3. Service Quality & CX
Maintain store CSAT/NPS targets. Track feedback forms, Google reviews, complaints log
Ensure billing speed, trial room hygiene, billing desk courtesy, queue management
Implement SOPs for peak season, offers & billing rush
4. Coordination & Reporting
Work with Store Manager, Purchase, Warehouse & Accounts for issue closure
Share daily/weekly reports: complaints, resolutions, feedback trends
Drive customer loyalty programs, exchange policies & CRM initiatives
Requirements
Experience: 3-5 years in retail customer service. 1+ year as CSM/Team Lead preferred
Education: Any Graduate. MBA/BBA is a plus
Skills: Communication, conflict resolution, team training, Excel, basic CRM
Language: Tamil mandatory. English/Hindi is an advantage
Traits: Patient, polite, problem-solver, target-oriented, presentable
Work mode: In-person
Location:Avanshi, Thekkalur
Benefits:
Work Location: In person
