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Customer Support Executive, Singapore

Singapore, SingaporeCustomer 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.

Job requirements

  • Provide excellent customer service through various channels, including Whatsapp, phone, email, and social media.

  • Ensure customer satisfaction by addressing customer inquiries, resolving complaints with dedication to RCA (Root Cause Analysis) for fast and effective resolutions.

  • Educate customers on product features and benefits, collecting feedback from them.

  • Keep records of customer interactions, process customer accounts, and file documents.

  • Follow communication procedures, guidelines, and policies.

  • Go the extra mile to engage our customers.

  • Support ongoing NPS (Net Promoter Score) measurement via survey management and data analysis.

  • Analyse the trend of NPS to identify opportunities to improve customer experience.

Minimum Qualifications :

  • 1-3 years of experience in a contact center setting, with minimum Diploma degree.

  • Good knowledge of sales and customer service techniques.

  • Structured problem-solving skills and ability to think on your feet.

  • Customer-first mindset with excellent written and verbal communication skills.

  • Ability to multi-task, organize and prioritize work independently.

Preferred Qualifications

  • Mandarin speaking

  • Experience working in a dynamic fast paced environment

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’.