Walk-in | Customer Service Executive

Lenskart; Gurugram District; On-site; INR 260,000 - 380,000; Full time

Job summary

Lenskart in Gurugram invites a Customer Service Representative to handle customer inquiries and grievances with empathy and professionalism.

You will respond via phone, log interactions in CRM systems, and escalate unresolved issues while ensuring follow-up for complete resolution and satisfaction. Graduates with 1–6 years' experience and strong communication are preferred.

Flexibility for varied shifts and a customer-centric mindset are essential to succeed in this role.

Qualifications

• Graduation is required.
• 1–6 years experience in a customer service or client support role.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Ability to perform under pressure and manage challenging interactions.
• Proficiency with CRM platforms and Microsoft Office.
• Willingness to work varied shifts including weekends/holidays.
• Multilingual capabilities are advantageous.

Responsibilities

• Provide timely, articulate, and professional responses to customer inquiries via phone calls.
• Diagnose and resolve product or service-related issues by discerning 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 responsiveness.
• Remain well-informed on product updates, internal processes, and available tools.
• Rigorously adhere to organizational policies, compliance standards, and quality assurance protocols.

Skills

1-6 years experience in customer care

Excellent communication

Interpersonal skills

Analytical and problem-solving

Under pressure handling

Multilingual beneficial

Willingness for varied shifts

Education

Graduation

Tools

CRM systems

Microsoft Office

Job description

Job Summary

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 phone calls
• 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

• Graduation is must
• Proven experience (1 -6 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