Customer Service Manager

Job Description: -

We are seeking a graduate from any discipline with 35 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.
• 35 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.