Reception Manager

Lenskart; Bengaluru; On-site; INR 420,000 - 640,000; Full time

Job summary

Lenskart | Customer Service Manager Retail role responsible for elevating the shopping experience at our stores. You will be on the floor, engaging directly with customers, resolving concerns, and guiding the store team to deliver a seamless, friendly service.

We seek a customer-focused leader with 2+ years in retail or customer service, strong communication, conflict resolution, and ownership. You will drive service standards, coach staff, and build lasting customer relationships to encourage

Qualifications

• 2+ years in retail, customer service, hospitality, or similar customer-facing roles.
• Strong communication and interpersonal skills.
• Comfortable engaging with customers personally on the retail floor.
• Strong problem-solving and conflict-resolution abilities.
• Customer-first mindset with ownership.
• Ability to manage multiple customer interactions in a fast-paced retail environment.

Responsibilities

• Be actively present on the store floor and personally interact with customers throughout their store journey.
• Understand customer needs, address queries, and ensure timely and effective resolution of concerns.
• Handle customer complaints, escalations, returns, and exchanges with ownership and empathy.
• Proactively identify customer pain points and work with the store team to resolve them.
• Ensure consistent adherence to customer service standards across the store.
• Coach and guide store teams on customer interaction, service quality, and handling difficult situations.
• Track customer feedback and identify recurring issues and opportunities to improve the store experience.
• Partner with Store Managers and other teams to resolve customer issues and improve overall customer satisfaction.
• Build strong customer relationships and contribute to repeat visits and customer retention.

Skills

On-floor presence

Customer interaction

Communication

Conflict resolution

Ownership mindset

Multitasking

Job description

Customer Service Manager Retail

We are looking for a Customer Service Manager to own and elevate the customer experience at our retail stores. This role requires strong on-floor presence, direct customer interaction, and the ability to resolve concerns while ensuring every customer has a smooth and positive store experience.

Key Responsibilities

• Be actively present on the store floor and personally interact with customers throughout their store journey.
• Understand customer needs, address queries, and ensure timely and effective resolution of concerns.
• Handle customer complaints, escalations, returns, and exchanges with ownership and empathy.
• Proactively identify customer pain points and work with the store team to resolve them.
• Ensure consistent adherence to customer service standards across the store.
• Coach and guide store teams on customer interaction, service quality, and handling difficult situations.
• Track customer feedback and identify recurring issues and opportunities to improve the store experience.
• Partner with Store Managers and other teams to resolve customer issues and improve overall customer satisfaction.
• Build strong customer relationships and contribute to repeat visits and customer retention.

Requirements

• 2+ years of experience in retail, customer service, hospitality, or a similar customer-facing role.
• Strong communication and interpersonal skills.
• Comfortable engaging with customers personally on the retail floor.
• Strong problem-solving and conflict-resolution abilities.
• Customer-first mindset with a strong sense of ownership.
• Ability to manage multiple customer interactions in a fast-paced retail environment.
• Prior experience handling customer escalations, complaints, returns, or service issues is preferred.