Job Description

Job Requirements

Job Title: Customer Care Manager- Complaint Desk Management


Company Name: Titan


Job Type: Regular/Permanent


Job Category: Jewellery-SMR


Department: Retailing-Tanishq


Location: Bengaluru, Karnataka, India



Job Summary:


Titan, a leading jewellery company, is seeking a highly skilled and experienced Customer Care Manager to oversee the Complaint Desk Management for our Tanishq retail stores in Bengaluru, Karnataka. The ideal candidate will have a strong background in customer service and complaint resolution, as well as experience in the jewellery industry.



Key Responsibilities:

Manage and oversee the Complaint Desk Management for Tanishq retail stores in Bengaluru Handle and resolve customer complaints in a timely and effective manner Train and supervise a team of customer care representatives Develop and implement strategies to improve customer satisfaction and retention Monitor and analyze customer feedback to identify areas for improvement Collaborate with other departments to address and resolve customer issues Maintain accurate records of customer complaints and resolutions Stay updated on industry trends and best practices in customer service and complaint resolution Ensure compliance with company policies and procedures


Qualifications:

Bachelor's degree in Business Administration, Marketing, or a related field Minimum of 5 years experience in customer service, complaint resolution, or a similar role Experience in the jewellery industry is preferred Excellent communication and interpersonal skills Strong leadership and team management abilities Ability to handle and resolve customer complaints in a professional and efficient manner Proficient in Microsoft Office and customer service software Knowledge of industry regulations and best practices Ability to work in a fast-paced and dynamic environment Strong problem-solving and decision-making skills


Additional Parameters:

This is a full-time, regular/permanent position The role may require occasional travel to other Tanishq retail stores in Bengaluru Salary and benefits will be commensurate with experience and qualifications


If you are a customer-focused individual with a passion for the jewellery industry and a proven track record in complaint resolution, we encourage you to apply for this exciting opportunity at Titan. Join our team and be a part of our commitment to providing exceptional customer service.

Work Experience

Bachelor's degree in Business Administration, Customer Service, or a related field. 5+ years of experience in customer care or complaint resolution, with at least 2 years in a leadership role. Strong analytical skills and experience in data-driven decision-making. Excellent communication and interpersonal skills. Ability to manage and motivate a team to achieve performance goals.

Experience in process optimization and capacity planning is a plus.