We are looking for a Customer Service Lead to manage and enhance the end-to-end customer experience across our D2C brands - Epitight, Cozitis, and Niconi. The role involves handling customer support operations, improving response quality, managing escalations, and driving customer satisfaction and retention.
Key Responsibilities
- Lead and manage daily customer support operations across calls, chats, emails, and social platforms.
- Handle customer escalations and ensure timely issue resolution with high service standards.
- Monitor customer experience and implement strategies to improve satisfaction and retention.
- Coordinate with logistics, operations, and marketing teams for smooth issue resolution.
- Develop SOPs, response frameworks, and support workflows for operational efficiency.
- Track customer concerns, feedback, and recurring issues to identify improvement areas.
- Analyze customer service metrics including response time, resolution rate, and CSAT.
- Train and manage customer support executives to maintain communication quality and performance.
- Support D2C campaigns, launches, and order management processes from a customer experience perspective.
Requirements
- 3+ years of experience in Customer Service, Customer Support, or Customer Experience roles.
- Strong communication, team handling, and problem-solving skills.
- Experience in D2C, beauty, skincare, cosmetics, or personal care brands preferred.
- Ability to manage escalations and work in a fast-paced environment.
- Hands-on experience with CRM/support tools and reporting systems.
Location: Goregaon
Job Types: Full-time, Permanent, Fresher
Pay: ₹25,000.00 - ₹50,000.00 per month
Benefits:
Ability to commute/relocate:
- Goregaon, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- What is your current CTC?
- What is your salary expectation?
Experience:
- Customer service: 1 year (Required)
Location:
- Goregaon, Mumbai, Maharashtra (Required)
Work Location: In person
