Hiring Customer Service Manager(Retail)@Viman Nagar, Pune
Showcase - Home of the Hottest Trends
Location
Pune | India
Job description
Role
Reporting to the Head of Digital Strategy, this role is in charge of managing email customer service functions primarily from our e-commerce customers, but occasionally from our store customers. The goal is to carefully balance customer satisfaction with company policies for the long-term benefit of our company and our customers. Your primary goal is to:
- Drive customer loyalty by creating positive customer experiences
- Improve in-store and online sales by turning those experiences into repeat visits
- Protect company assets through effective fraud-analysis, strong inventory practices and effective returns procedures.
Key Responsibilities - Engage with customers daily via e-mail and live-chat through our website to address to address and resolve their concerns. These may include in-store customer service experiences, issues with products such as defects, missing parts, or damages, as well as order inquiries for purchases made through our online site.
- Collaborate with our store field team staff where necessary to address customer concerns.
- Daily review of orders through our e-commerce platform, to identify high-risk or fraudulent orders.
- Assist customers who wish to return e-commerce purchases by creating Return Authorizations, Tracking customer returns using our internal audit systems and issuing refunds.
- Arrange for reshipment and tracking of e-commerce orders where necessary.
- Work proactively to prevent or manage major customer service issues (i.e. backorders, shipping delays, etc.).
- Escalate significant issues to management.
- Identify patterns/trends in customer service tickets that indicate larger issues.
Requirements - Experience with North American customer service.
- Excellent written and spoken English.
- Customer-service mindset, to balance customer satisfaction with company policy.
- Comfortable diffusing customer service issues.
- Able to problem-solve on the fly, making smart judgement calls when required.
- Comfortable in a Windows environment.
- Retail experience is a plus.
About Showcase Founded in 1994, Showcase is the Home of the Hottest Trends, and the world's largest retailer of its kind. With 150 trend stores in North America's best shopping centers, Showcase offers the most fun, interactive, new, and unique products ever - all in a retail environment where you can try it before you buy it. We call it retail-tainment! With 109 Canadian and 41 US trend stores, Showcase continues to cement the company's position as a global leader in interactive retail and lifestyle trends. We are a multi- year recipient of Deloitte's Best Managed Companies Award (2021, 2022, and 2023) and the Omni- Channel Excellence Award for 2022 from the Excellence in Retailing Awards (ERA). Showcase also serves on the Board of Directors of the Retail Council of Canada. To learn more, see our Corporate Overview:
Skills: customer service,retail,store
Job tags
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