Job Description
About Bombay Shaving Company:
We are a FMCG company which makes thoughtfully designed high quality products for men’s and women’s personal care. Started by a team of IIT, IIM alumni in 2015 and backed by high pedigree investors including Colgate Palmolive and Reckitt, the company has recorded tremendous growth in a short period of time. With exceptional product feedback across 150+ products in portfolio, presence in 6 countries, selling on 20+ online channels PAN India and abroad, 35,000+ retails store in 50+ Indian cities and with a customer base of 50,00,000+ customers, the company has been at forefront in disrupting personal care space in India. The company has forayed into the services space with an aim to reimagine hair removal end-to-end.
Job Title: Manager - Consumer Care
Responsibilities:
• Develop service procedures, standards, and policies to ensure better customer experience.
• Take ownership of customer issues and follow through to resolution.
• Recruit, mentor, and train customer service agents to excel.
• Coordinate with the warehouse to understand issues in processing orders.
• Check the daily progress of orders and escalate to the concerned team as and when required.
• Coordinate with the logistic team for order delays and pick up issues.
• Audits customer service procedures and trends and determines system improvements.
• Leading a customer service team that responds to customers ‘phone, chat, and email.
• Report on KPIs and track customer service metrics for the agents.
• Setting targets and sharing weekly feedback to the agents.
Skills for Customer Experience:
• Customer Service skills
• Process Improvement
• Order processing and inventory management
• Strong decision-making skills
• Managing multiple processes
• Staffing
• Planning and developing standards
We are a FMCG company which makes thoughtfully designed high quality products for men’s and women’s personal care. Started by a team of IIT, IIM alumni in 2015 and backed by high pedigree investors including Colgate Palmolive and Reckitt, the company has recorded tremendous growth in a short period of time. With exceptional product feedback across 150+ products in portfolio, presence in 6 countries, selling on 20+ online channels PAN India and abroad, 35,000+ retails store in 50+ Indian cities and with a customer base of 50,00,000+ customers, the company has been at forefront in disrupting personal care space in India. The company has forayed into the services space with an aim to reimagine hair removal end-to-end.
Job Title: Manager - Consumer Care
Responsibilities:
• Develop service procedures, standards, and policies to ensure better customer experience.
• Take ownership of customer issues and follow through to resolution.
• Recruit, mentor, and train customer service agents to excel.
• Coordinate with the warehouse to understand issues in processing orders.
• Check the daily progress of orders and escalate to the concerned team as and when required.
• Coordinate with the logistic team for order delays and pick up issues.
• Audits customer service procedures and trends and determines system improvements.
• Leading a customer service team that responds to customers ‘phone, chat, and email.
• Report on KPIs and track customer service metrics for the agents.
• Setting targets and sharing weekly feedback to the agents.
Skills for Customer Experience:
• Customer Service skills
• Process Improvement
• Order processing and inventory management
• Strong decision-making skills
• Managing multiple processes
• Staffing
• Planning and developing standards
💡 Quick Summary
Seeking a career-building opportunity? The Manager | Consumer Care position is now open for candidates interested in the Marketing Executive Jobs sector. This role in Gurugram offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Marketing Executive Jobs is a plus.
