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LenskartVia Unstop

Posted today

Customer Relationship Manager

Pay

Salary (undisclosed)

Location

Bangalore, India

On site

Apply by

7 Nov

11 days left

Skills this role screens for

Customer experience management (cxm)Customer handlingDe-escalation techniquesCommunication skillsCustomer feedback management

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About the role

Lenskart is hiring for the role of Customer Relationship Manager!

The work

Responsibilities of the Candidate

  • Welcome every customer entering the store with warmth and professionalism, creating a positive first impression.
  • Proactively understand customer needs and guide them to the right product, service, or associate within the store.
  • Acknowledge and manage customer wait times, keeping customers engaged and comfortable during peak hours.
  • Coordinate seamless handoffs between optometrists, sales associates, and the CRM desk.
  • Manage irate or highly dissatisfied customers with empathy, patience, and professionalism.
  • De-escalate tense situations through active listening and calm, composed communication.
  • Understand customer concerns and provide appropriate solutions within company guidelines.
  • Maintain store ambience, queue management, and signage in customer-facing areas.
  • Capture customer feedback through NPS, in-store forms, and other feedback channels.
  • Share weekly customer experience insights with the store team.
  • Track daily footfall, walk-in-to-conversion ratios, and complaint resolution metrics.
  • Coordinate with post-sales and fulfilment teams to provide order status updates and resolve delivery-related queries.
  • Resolve customer grievances at the store level within defined turnaround times (TATs).
  • Escalate unresolved complaints with complete context to the relevant teams.
  • Maintain an accurate complaint log and follow up after resolution to confirm customer satisfaction.
  • Identify recurring complaint patterns and share insights with store leadership and the operations team.

Who they want

Requirements

  • 2–4 years of experience in customer-facing roles, preferably in hospitality, premium retail, airport lounges, or mall guest services.
  • Demonstrated ability to handle difficult, unhappy, or demanding customers with composure and empathy.
  • Fluency in Kannada and English. Hindi proficiency is an added advantage.
  • Warm, approachable personality with a solution-oriented and ownership-driven mindset.
  • Graduate in any discipline.
  • Strong communication, interpersonal, and problem-solving skills.

Lenskart

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