PeopleGene
Company:
https://www.linkedin.com/company/peoplegene
Seniority: Mid-Senior level
Industries: Internet Marketplace Platforms and Retail Luxury Goods and Jewelry
Job details:
Responsibilities:
● Oversee end-to-end customer experience operations across WhatsApp, calls, email, Instagram DMs, social media comments, and other customer touchpoints.
● Handle and resolve complex or high-priority customer escalations with a focus on timely and effective resolution.
● Manage order-related queries as well as skincare related queries and assist the team with the brand aligned resolution.
● Monitor customer reviews and feedback across relevant platforms and ensure appropriate responses and follow-ups.
● Identify recurring customer issues and work with relevant teams to improve the overall customer journey.
● Lead, mentor, and support the CX team to ensure consistent customer service and performance standards.
● Conduct regular quality checks of customer conversations and calls to identify gaps and improvement areas.
● Provide constructive feedback and coaching to team members and identify training needs.
● Support the team with difficult or sensitive customer interactions and provide guidance on appropriate resolutions.
● Ensure the team follows established SOPs, processes, and communication guidelines.
● Create, implement, and continuously improve SOPs for customer support operations, including order handling, refunds, replacements, escalations, complaints, and other CX processes.
● Maintain standardized response templates for WhatsApp, email, social media, and other customer communication channels.
● Identify operational gaps and recommend process improvements to improve efficiency and customer experience.
● Ensure customer interactions, complaints, feedback, and resolutions are accurately documented and tracked.
● Analyze customer queries and chat dispositions to identify product, website, communication, and service-related pain points and prepare regular CX reports and highlight key trends, recurring issues, and areas requiring attention.
● Collaborate with the New Product Development team on consumer testing, sample dispatches, feedback collection, and follow-ups.
● Share relevant customer insights with Product and NPD teams to support product
improvements and new product development.
● Support cross-functional CX projects and initiatives as required.
Good to have:
● Prior experience leading or supervising a customer support team, preferably in a D2C, e commerce, skincare, beauty, or consumer brand.
● Strong experience handling end-to-end customer queries and escalations across chat, calls, email, and social media.
● Experience creating and implementing SOPs, response templates, quality control processes, and performance tracking systems.
● Strong analytical and problem-solving skills with the ability to identify trends from customer data and feedback.
● Strong verbal and written communication skills.
● Comfortable working with cross-functional teams and driving process improvements.
● Interest in skincare with a basic understanding of skincare routines, skin types, and commonly used skincare ingredients.
● Comfortable working in a fast-paced startup environment and taking ownership of
new projects and initiatives.
Click on Apply to know more.