FABINDIA LIMITED Hiring for Senior Executive/Assistant Manager – Customer service at New Delhi, Delhi, India Full Time

POSITION’S OBJECTIVE: (Brief on position’s objective)

The ability to listen, speak with and close the micro issues that are raised by situations created on the shop floor

KEY RESPONSIBILITIES:

Answering the phone/ listening and understanding the issues/ resolving the queries that can be responded to immediately e.g. store locations, policy on exchange, names and numbers etc./ Providing information on call back. escalating the issues according to the query across stores and PSC. All resolutions to issues are given after internal discussion with HOD.

This email id is available on every tag and across all stores. In case of any dispute/ non-resolution of issue at store level issues are escalated to this id. All queries also reach this id.

Fluency in English/ Good communication skills and ability to understand issues and seek responses. Follow-up with the concerned store/ department to arrive at a solution within a stipulated time-frame. The ability to understand the gravity of any situation and respond very quickly. Work closely with the team to facilitate the resolution of issues. All resolutions to issues are given after internal discussion with HOD.

Identify & Red Flag Critical Issues to relevant departments – HR, Legal, PSC & QC

Maintenance of a Daily Tracker on the number of complaints through Helpline/ Mails/ Support/ Instore referrals and their resolution. This will become an important aspect when all trackers are centralised.

Maintain multiple trackers encapsulating Mails, Visitors Book & CRM Tablet and share customer feedback with the relevant departments

The ability to listen, speak with and close the more micro issues that are raised by situations created on the shop floor e.g. staff refusing to serve water/ not allowing people exchange curtains bought an hour earlier, etc. etc. while being able to collect vital information that is required for decision-making on larger issues as the first point contact for Customer Complaints.

JOB SPECIFICATION:

6-7 years customer Service in Retail industry

Knowledge & Skills:

Customer handling

PowerPoint and Excel

People Skills, Critical Thinking

Writing Skills, Ability to close issues

Fluency in communication

Please share resume at anamika.kushwaha@fabindia.net