Customer Service Lead

DaMENSCH; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Damensch Apparel Private Limited in Bengaluru is seeking an experienced Customer Service Manager/Lead to elevate customer service standards and loyalty. The role focuses on owning the service function, driving efficiency, and promoting excellent customer experiences across the organization.

The ideal candidate has 5–7 years of Customer Service leadership experience, strong communication skills, and a strategic mindset to build scalable processes and mentor a growing team.

Qualifications

• Proven working experience as a Customer Service Manager/Lead.
• Experience in providing customer service support at scale.
• Ability to think strategically and lead a team.

Responsibilities

• Improve customer service experience and foster engaged customers.
• Take ownership of customer issues and resolve them.
• Set a clear mission and deploy strategies.
• Develop service procedures, policies and standards.
• Keep records and document customer interactions.
• Analyse statistics and compile reports.
• Mentor and develop customer service agents.
• Stay ahead of industry developments and apply best practices.
• Control resources and achieve targets within budget.
• Maintain orderly workflow according to priorities.

Skills

Customer service leadership

Strategic thinking

People management

Communication skills

Multitasking

CRM software

Tools

CRM software

Helpdesk software

Job description

Join us to revolutionize the e-commerce industry one dapper design at a time.

Damensch is a direct-to-consumer brand in the men's essential wear space based out of Bangalore.

At Damensch, we believe in enhancing the employee's personal growth first, in order to grow successfully together as a company.

We strive to find like-minded individuals to offer a diverse community of people to interact and grow with, from all walks of life.

Experience Range: 5-7 Years

Job brief

We are looking for an experienced Customer Service Manager/Lead to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Requirements

• Proven working experience as a Customer Service Manager or Customer Service Lead Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills