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Assistant General Manager - Customer Service

  • Gurugarm, India
Customer Service

Job description

Our Story So Far

Twelve years back, Lenskart was started by a 26-year old entrepreneur - because he wanted to solve the problem of preventive blindness. We had humble beginnings - we spread awareness about eyecare, we took orders for eyeglasses online and shipped them to customers from a warehouse that was the size of a modern-day conference room.

As of today, little by little, Lenskart has served 40 Million people across the globe - helping them see better and lead better quality lives. Simultaneously, we’ve also built ourselves up to be Asia’s largest eyewear company. We have 10,000+ Lenskartians worldwide, more than 1500 Omni channel stores across 175 cities in India, Singapore and Dubai and cut to 2022 - we are shipping a pair of eyewear every 2.5 seconds, from the world’s most automated eyewear factory!

In 2022, Lenskart partnered with Owndays and took a majority stake in the Japanese-owned eyewear player that has a deep presence in Asia. With this partnership, we have added an additional 400 stores and extended our reach to 13 countries.

Our Key Investors

Softbank, ADIA, Kedaara Capital, Steadview Capital, Premji Invest, Temasek, Holding, KKR, Alpha Wave Ventures, Bay Capital

You: In Our Next Chapter

We've come a long way but we're not there yet.

"Good is not good enough," you'll hear Lenskartians say that often. Our aim is to serve One Billion eyes by 2025 globally. And in this journey, we want to go beyond vision correction to transform the way people see and experience the world. That’s our new purpose - and we can only get there through cutting-edge technology and exceptional people.

About the Role

The Assistant General Manager (AGM) of Customer Service plays a key role in ensuring the delivery of exceptional customer service experiences across all touchpoints. This individual will assist the General Manager in overseeing and managing the customer service department, leading a team of customer service representatives, and implementing strategies to enhance customer satisfaction and loyalty. The AGM of Customer Service will collaborate closely with other departments to drive continuous improvement in customer service processes and procedures.

Key Responsibilities:

  • Assist the General Manager in developing and implementing customer service policies, procedures, and standards to ensure consistency and excellence in service delivery.

  • Supervise and support a team of Assistant Managers, Team Leads and Customer Service Advisors, providing guidance, training, and performance feedback to foster a high-performing and customer-focused culture.

  • Monitor customer service metrics, such as response times, resolution rates, customer satisfaction scores, and Net Promoter Score (NPS), and take proactive measures to address areas for improvement.

  • Create a strategy to increase key performance indicators including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Contact Order, FCR, Reopen Rates and Resolution TATs (Turnaround Time) for addressing issues, in order to offer a faultless support system to business partners Customers

  • Develop standard operating procedures to ensure consistent exceptional service is provided to end users/customers.

  • Generate insights into the potential causes using research and historical data. Experiments can be used to verify and evaluate the hypothesis.

  • Handle escalated customer inquiries and complaints, demonstrating empathy, professionalism, and a commitment to resolving issues to the customer's satisfaction.

  • Collaborate with other departments, including sales, marketing, operations, and product development, to identify and address customer needs, pain points, and opportunities for service enhancement.

  • Stay informed about industry trends, best practices, and emerging technologies in customer service and leverage this knowledge to drive innovation and improvement initiatives.

  • Lead by example in delivering outstanding customer service, serving as a role model for team members and championing a customer-centric mindset throughout the organization.

  • Assist in the development and management of the customer service budget, ensuring efficient allocation of resources and adherence to financial targets.

  • Prepare reports and presentations for senior management, summarizing key customer service metrics, initiatives, and outcomes.

Job requirements

  • MBA in Business Administration, Marketing, Hospitality, or related field preferred.

  • 8+yrs of experience in customer service management, with a proven track record of delivering exceptional service and leading high-performing teams.

  • 5+yrs of team management experience, with the ability to motivate, inspire, and develop team members to achieve individual and collective goals.

  • Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, colleagues, and senior management.

  • Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve customer service operations.

  • Proficiency in customer relationship management (CRM) software, ticketing systems, and other customer service tools and technologies.

  • Experience in the hospitality, retail, e-commerce, or service industry is a plus.

  • Commitment to continuous learning and professional development in the field of customer service and management.

We started with the aim to disrupt eyewear every step of the way and today, we stand as India’s Biggest Eyewear Brand and now, have a global footprint across South East Asia, Middle East and Japan.

We constantly raise the bar on our consumer experience and keep talent diversity and density at the center to help us achieve the ‘unexpected’.

#Join the Revolution at Lenskart today!