Assistant Manager - Customer Experience

Burgundy Brand Collective; Mumbai; On-site; INR 614,000 - 737,000; Full time

Benefits offered by this job

Provident Fund

Job summary

Burgundy Brand Collective in Mumbai is seeking an Assistant Manager Customer Experience to lead a CX team and ensure exceptional service across all touchpoints.

You will set goals, coach staff, monitor CSAT/NPS metrics, and collaborate with senior leadership to drive process improvements. This role is in-person with Provident Fund and location benefits.

Qualifications

• Lead and manage a team of Customer Experience Executives to deliver high-quality service.
• Monitor key metrics (TAT, CSAT, NPS, First Response, Resolution Time).
• Coaching, feedback sessions, and performance reviews to improve service quality.
• Plan training to enhance product knowledge and communication skills.

Responsibilities

• Lead, mentor, and manage a CX team to deliver consistent service across touchpoints.
• Set goals, monitor operations, and track metrics to ensure performance targets.
• Plan and oversee training programs to enhance team knowledge.
• Collaborate with internal teams and COO to implement best practices in CX.

Skills

Leadership

Customer service

Coaching

Communication skills

Typing speed

Multitasking

Problem solving

Interpersonal skills

English writing

Education

Bachelor's degree

Job description

Role Overview

As the Assistant Manager Customer Experience, you will be responsible for providing excellent and consistent customer service across multiple points of engagement for the brands in the company's portfolio. The ideal candidate will have strong communication skills, be able to work independently, and have a positive attitude. This position requires a passion for helping others and providing exceptional customer service.

Key Responsibilities

• Lead, mentor, and manage a team of Customer Experience Executives to deliver consistent, high-quality service across all customer touchpoints.
• Set clear goals and performance expectations for the team; monitor daily operations and track key metrics (TAT, CSAT, NPS, First Response, Resolution Time, etc.).
• Conduct regular coaching, feedback sessions, and performance reviews to ensure continuous improvement in service quality.
• Plan and oversee training programs to enhance team knowledge of products, systems, and communication skills.
• Manage staffing schedules and workload distribution to ensure adequate coverage during business hours and peak periods.
• Handle complex or escalated customer concerns while guiding executives on resolution strategies.
• Foster a customer-centric culture within the team, ensuring alignment with brand values and company standards.
• Work closely with the Chief Operating Officer to identify gaps, propose improvements, and implement best practices in customer experience management.
• Collaborate with internal teams to resolve customer issues and improve the overall customer experience.
• Maintain a high level of customer satisfaction by delivering exceptional service and exceeding customer expectations.
• Ensure timely and effective follow-up on customer queries and escalations to ensure satisfactory resolution.
• Maintain a thorough understanding of company products, services, policies, and procedures to provide accurate and up-to-date information to customers.
• Meet or exceed productivity and quality standards set for the role.
• Maintain customer data and records accurately in the designated systems.

Candidate Qualifications & Skill Requirements

• The candidate should ideally have 510 years of experience in a similar profile.
• A Bachelor's degree in any field.
• Previous experience in customer service or a similar role is preferred.
• Strong written communication skills in English, including excellent grammar, punctuation, and spelling.
• Proficiency in typing with a high level of accuracy and speed.
• Ability to multitask and effectively manage time in a fast-paced environment.
• Good problem-solving skills and the ability to think critically.
• Excellent interpersonal skills with a customer-centric approach.
• Proficiency in using computers and knowledge of email and chat platforms.

Compensation: 55,000.00 - 66,000.00 per month

Benefits

• Provident Fund

Work Location: In person .