Customer Experience Manager

ZARA; Bengaluru Urban; On-site; INR 300,000 - 600,000; Full time

Job summary

ZARA Bengaluru is seeking a proactive Customer Service Manager who can understand and anticipate customer needs at the point of sale, resolve complaints, and ensure smooth returns. You will lead by example, coach staff, and coordinate with other managers to raise service standards.

The ideal candidate will be passionate about people and processes, stay calm under pressure, and take initiative to identify opportunities for improvement.

Qualifications

• Strong knowledge of the Zara brand and the store.
• Passion for people and processes.
• Systematic, organized approach to work.
• Flexibility and problem-solving ability.
• Initiative to identify problems and opportunities.
• Ability to handle pressure and react quickly.
• Self-motivated with ability to motivate others.
• Tenacious, resilient and dependable.
• Ability to lead by example and develop employees.
• Ability to work autonomously and as part of a team.

Responsibilities

• Understand, anticipate and satisfy customer needs at the point of sale.
• Improve customer service experience and facilitate growth.
• Take ownership of customer issues and resolve them.
• Meet with other managers to discuss service improvements.
• Supervise and train staff to provide high standards of service.

Skills

Brand knowledge

Customer service

Problem solving

Initiative

Leadership

Team spirit

Autonomy

Pressure management

Decision making

Job description

1. To understand, anticipate and satisfy the needs of customer, to have an active presence at the point of sale, and to be responsible for the correct handling of complaints and returns.

2. Improve customer service experience, create engaged customers and facilitate organic growth.

3. Take ownership of customer issues and follow problems through to resolution.

4. Meeting with other managers to discuss possible improvements to customer service.

5. Supervise and train the staff members to provide highest standards of customer service.

Requirement:

• Good knowledge of the company, the brand and the store they are applying for.
• Passion for people and processes.
• Systematic organized approach to work.
• Flexibility and problem solving ability.
• Has initiative to identify problems and opportunities to be proactive.
• Ability to handle pressure and react quickly to situations.
• Uses initiative to make timely decisions in challenging conditions and circumstances.
• Self-motivated and ability to motivate others.
• Tenacious and resilient.
• Ability to lead by example, motivate and develop employees.
• Ability to work autonomously and as part of a team.