Customer Service Manager

Lenskart is Hiring for Customer Service Manager

Location: Vipul Square Tech Building, Gurugram, Haryana
Experience: 3-6 Years
Job Type: Full-Time

About the Role

We are looking for a proactive and customer-focused Customer Service Manager with 36 years of experience to lead our customer service operations, manage a team, and ensure exceptional customer satisfaction. The ideal candidate should have strong leadership, communication, and problem-solving skills, along with the ability to improve customer service processes and team performance.

Key Responsibilities

• Lead, manage, and motivate the customer service team to achieve performance targets.
• Ensure timely and effective resolution of customer queries, complaints, and escalations.
• Monitor key performance indicators (KPIs), including customer satisfaction, response time, and resolution rates.
• Develop and implement strategies to improve customer experience and service quality.
• Establish and maintain standard operating procedures (SOPs) for customer service operations.
• Conduct regular team training, performance reviews, and coaching sessions.
• Collaborate with other departments to resolve customer issues and improve operational efficiency.
• Prepare and analyse customer service reports and recommend improvements based on feedback and data.
• Build strong customer relationships and ensure a high level of customer satisfaction and retention.

Required Qualifications & Skills

• 3-6 years of experience in customer service, customer support, or customer relationship management as a manager.
• Prior experience in team handling or a supervisory/managerial role is preferred.
• Excellent verbal and written communication skills.
• Strong leadership, interpersonal, and conflict-resolution abilities.
• Good analytical, organisational, and problem-solving skills.
• Proficiency in MS Office and customer relationship management (CRM) tools.
• Ability to manage multiple priorities in a fast-paced work environment.

What We Offer

• Opportunity to lead and develop a customer service team.
• Professional growth and career advancement opportunities.
• A collaborative and performance-driven work environment.
• Competitive salary based on experience and skills.

How to Apply

Interested candidates who meet the above criteria are invited to share their updated CV.

Job Location: Vipul Square Tech Building, Gurugram, Haryana

Apply Now! Join our team and help us deliver outstanding customer experiences.

Contact Details:

Urvashi Balhara

Sr. Human Resource

[phone removed]