Customer Experience Specialist - Diversity Hire null

About Lenskart

Lenskart's mission is to give India a vision. Lenskart's products range from prescription eyewear to branded contact lenses, and sunglasses, all equipped with the customers'​ eye power. Lenskart is backed by IDG Ventures, Unilazer Ventures, and TPG Capital. With a growing chain of offline stores in all cities in India and its unique Home Eye Check-up service which takes expert optometrists to customers' homes/offices for an eye test.

Your role

Lenskart is looking for Customer Support Executives that will be the liaison between their company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Customer Focus

• Greeting all the customers and guiding them about Lenskart as a brand and its products.
• Build sustainable relationships and engage customers by taking the extra mile
• Being dedicated to customer satisfaction and resolving any concerns that the customer has.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives

Building Relationship

• Connect with the customers through Calls / E-Mail / Chats/Social platforms to provide the best possible resolution.
• Understanding the unstated needs of the customer, asking relevant questions, and picking the right time to pitch the recommended solutions
• Take a customer-focused approach to handle complaints and escalations.

Achieving sales Vs. Plan & SOP adherence

• Achieving the assigned target for NPS and meeting personal and team qualitative and quantitative targets and following all SOPs
• Coordination with customers for any queries faced by them and solving the same.
• Ensure that all written communication is carried out as per the customer care procedures.
• Keep records of all conversations in their call center database in a comprehensible way.

Training, development & rotations

The willingness to learn is an essential condition to be employed by Lenskart. First and foremost, training is done on the job. Guiding and coaching are part of the responsibility of each manager and are crucial to making each one progress in his/her position. Formal training programs are generally purpose-oriented and designed to improve relevant skills and competencies. Therefore they are proposed in the framework of individual development programs and not as a reward.

Salary & benefits

The average annual salary for this role will range from INR 4 to 5 LPA (Source: AmbitionBox). Below are the employee benefits at Lesnkart

• Respected brand association
• Networking & Cross-Training
• An open platform for new and existing talent
• Opportunity to learn digital & social media marketing
• Creative freedom
• Friendly & vibrant culture & work environment
• Managerial Training & online webinars
• Manager coaching and mentorship
• Various non-monetary benefits.
• Paid leaves & comprehensive health insurance

Work-life balance

Work days are usually from Monday to Friday. Lenskart provides a hybrid working option with flexible work timings.

Culture & vibe

Lenskart is very welcoming and homely. It has an inspirational environment that motivates its team to be themselves and not to behave like a robot. It encourages employees to learn by giving them challenges. 

About You

The requirements for the role are as follows :

Qualification

• Any Degree / Diploma/ 12th Pass

Please Note:

• This role is specifically for PWD candidates.

How to apply

To apply for this role, click on the Apply on employer site button. It will navigate to the career page where the application can be submitted directly.