Customer Service Head

Job Description

Job Title: Customer Service Head Location: Koregaon Park, Pune Department: Customer Service Type: Full-Time | On-Site Working Days: Monday - Saturday Shift Timing: 10 AM TO 7 PM About Palmonas: Palmonas is a fast-growing demi-fine jewelry brand redefining everyday luxury. We pride ourselves on exceptional customer experiences and are looking for a Customer Service Head to lead our support team and elevate our customer satisfaction standards. Role Overview: The Customer Service Head will be responsible for managing the entire customer experience journey at Palmonas. This includes overseeing day-to-day support operations, building customer-centric strategies, managing escalations, and ensuring a seamless post-purchase experience across all touchpoints. Key Responsibilities:  Lead and manage the customer service team, including hiring, training, and performance management.  Set and monitor KPIs for customer support (TAT, CSAT, NPS, etc.) and ensure service excellence.  Handle escalated issues and provide resolution with a problem-solving and empathetic approach.  Develop customer experience SOPs and maintain service quality standards across channels (Email, WhatsApp, Instagram DMs, and Calls).  Coordinate with logistics, operations, and warehouse teams to resolve order-related issues efficiently.  Collaborate with marketing and product teams to integrate customer feedback into brand strategy and improvements.  Maintain CRM tools, ticketing systems, and generate regular customer service reports for management review.  Innovate and implement scalable processes to handle increasing customer volume while maintaining personalized service.  Drive loyalty, retention, and post-purchase engagement through superior customer experience. Requirements:  Bachelor’s degree in Business, Communications, or a related field. MBA preferred.  5–7 years of experience in customer service, with at least 2 years in a leadership role (preferably in D2C, fashion, or lifestyle brands).  Excellent communication, interpersonal, and conflict resolution skills.  Strong understanding of CRM and customer support tools like Freshdesk, Zoho, Intercom, etc.  Data-driven mindset with experience in handling high-volume customer interactions.  Ability to lead and motivate a team in a fast-paced environment. Preferred:  Experience in e-commerce or luxury/fashion D2C brands.  Familiarity with returns, exchanges, order fulfilment and end-to-end customer journey management.