Customer Support Executive

Lenskart; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Lenskart in India seeks a Customer Service Representative to manage inquiries across phone, email, chat, and in-person interactions. You will diagnose issues, maintain CRM records, and escalate complex cases promptly.

The role rewards proactive follow-up, issue resolution, and adherence to quality standards. Ideal candidates bring strong communication, problem-solving, and CRM proficiency, with flexibility for varied shifts, including weekends.

Qualifications

• High school diploma or equivalent; Bachelor’s degree is preferred.
• Proven experience (1–3 years) in a customer service or client support capacity.
• Exemplary communication and interpersonal skills.
• Robust analytical and problem-solving abilities with acute attention to detail.
• Ability to perform under pressure and manage challenging interactions with professionalism and tact.
• Proficiency with customer service platforms, CRM systems, and Microsoft Office suite.
• Willingness and flexibility to work varied shifts including weekends and holidays as necessary.

Responsibilities

• Provide timely, articulate, and professional responses to customer inquiries via multiple channels including telephone, email, chat, and face-to-face interactions.
• Diagnose and resolve product or service-related issues by discerning the root cause and proposing optimal solutions.
• Maintain meticulous records of customer interactions, transactions, and feedback within CRM systems.
• Escalate unresolved or complex issues to relevant departments or supervisors in a prompt manner.
• Proactively follow up with customers to ensure complete resolution and satisfaction.
• Analyze customer feedback to identify recurring issues and collaborate with internal teams to implement continuous improvements.
• Consistently meet or surpass performance benchmarks such as CSAT, FCR, AHT, and schedule adherence.
• Remain well-informed on product updates, internal processes, and available tools.
• Rigorously adhere to organizational policies, compliance standards, and quality assurance protocols.

Skills

Communication

Interpersonal skills

Analytical thinking

Problem solving

CRM platforms

Microsoft Office

Shift flexibility

Education

High school diploma

Bachelor's degree preferred

Tools

Zendesk

Freshdesk

Salesforce

Job description

We are seeking a dedicated and empathetic Customer Service Representative to adeptly manage customer inquiries and grievances. The ideal candidate will exhibit exceptional communication skills, a customer-centric ethos, and a demonstrated capacity to resolve issues efficiently and professionally.

Key Responsibilities

• Provide timely, articulate, and professional responses to customer inquiries via multiple channels including telephone, email, chat, and face-to-face interactions
• Diagnose and resolve product or service-related issues by discerning the root cause and proposing optimal solutions
• Maintain meticulous records of customer interactions, transactions, and feedback within CRM systems
• Escalate unresolved or complex issues to relevant departments or supervisors in a prompt manner
• Proactively follow up with customers to ensure complete resolution and satisfaction
• Analyze customer feedback to identify recurring issues and collaborate with internal teams to implement continuous improvements
• Consistently meet or surpass performance benchmarks such as Customer Satisfaction Score (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and responsiveness
• Remain well-informed on product updates, internal processes, and available tools
• Rigorously adhere to organizational policies, compliance standards, and quality assurance protocols

Required Skills & Qualifications

• High school diploma or equivalent; Bachelors degree is preferred
• Proven experience (13 years) in a customer service or client support capacity
• Exemplary communication and interpersonal skills
• Robust analytical and problem-solving abilities with acute attention to detail
• Ability to perform under pressure and manage challenging interactions with professionalism and tact
• Proficiency with customer service platforms, CRM systems, and Microsoft Office suite
• Willingness and flexibility to work varied shifts including weekends and holidays as necessary

Preferred Qualifications (Optional)

• Industry-specific experience (e.g., e-commerce, telecommunications, financial services)
• Familiarity with ticketing and CRM software such as Zendesk, Freshdesk, or Salesforce
• Multilingual capabilities are advantageous

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT) 85% 30%
• First Contact Resolution (FCR) 75% 25%
• Average Handling Time (AHT) 6 minutes 20%
• Schedule Adherence 95% 15%
• Quality Assurance (QA) Scores 90% 10%

Personal Attributes

• Demonstrates empathy and patience with a strong customer-first orientation
• Proactive and self-motivated with a commitment to excellence
• Adaptable and receptive to constructive feedback
• Collaborative team player with integrity and discretion