Customer relationship Manager
# Customer relationship Manager **Lenskart.com** · Bengaluru, Karnataka · `On-site` 🕒 **Статус:** *Опубликовано: вчера* · *Источник: Indeed* --- ### About the Role Bangalore Full-Time Senior About this role Role Overview As a Customer Relationship Manager (CRM) at Lenskart, you will be the face of the store—the first person a customer meets and the last impression they carry. You will own the end-to-end in-store customer experience, ensuring every visitor feels welcomed, heard, and valued. Beyond delivering warm hospitality, you will play a critical role in resolving customer escalations, managing difficult situations with empathy and professionalism, and turning dissatisfied customers into loyal advocates. Key Responsibilities 1. Customer Greeting & Experience Management 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. Ensure a smooth, personalized, and customer-centric in-store experience. 2. Grievance Resolution & Customer Recovery Own and manage all in-store customer complaints, including product defects, service delays, and prescription-related concerns. 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. 3. Difficult Customer Handling 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. Exercise judgment regarding goodwill gestures, such as replacements, priority service, or escalations, within authorized limits. 4. Store Experience & CRM Operations 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. Maintain accurate records of customer interactions, complaints, and resolutions. What We're Looking For Must-Have Qualifications & Skills 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. Good to Have Experience working in premium malls such as UB City, Phoenix, or Palladium. Background in 5-star hotel front desks, such as Taj, Oberoi, or Leela. Experience in airport lounges, such as Encalm or Plaza Premium. Familiarity with CRM tools, complaint ticketing systems, or basic store management software. Prior experience in eyewear, healthcare retail, or regulated product categories. Comfort with basic data entry, complaint logging, resolution tracking, and daily reporting. Key Skills Customer Relationship Management, Customer Experience, Grievance Handling, Complaint Resolution, Difficult Customer Handling, Communication Skills, Problem-Solving, Empathy, Conflict Resolution, CRM Operations, Retail Operations, Customer Service. Details Job Type Full-Time Experience Senior Category Customer Service Deadline Posted today
Наблюдалась 2026-09-17, впервые 2026-09-16, источник — Indeed.