Company Description

 

Job Description

WHAT YOU WILL DO

You take ownership, coordinate and manage an overview to perform excellent Customer Service in the most efficient way possible.  You support you Centre operation by being an expert in all CS procedures and ensure knowledge in the team through your excellent communication and coordination skills. 

KEY RESPONSIBILITIES:

Leading the team

Plan, drive, execute and follow up your communication activities in a timely and structured manner according to the business objectives.Collaborative mindset and cross functional way of working.Build and keep strong relationship with the outsourced partner to identify opportunities and methods to build and continuously improve employees and customer engagement. Provide support and feedback to all colleagues to ensure all customer needs are meet.Proactively provides the solution and advice to colleagues.Proactively search for relevant information and feedback internally and externally.Supporting the Customer Service Manager and fulfilling the position in his absence. 

Centre operation

Work closely with the outsourced partner to ensure current and new ways of working are optimized in Customer Service.Ensure that the Local Customer Service contributes to the overall success of Global Customer Service and our business.Set the standard of excellent Customer Service by benchmarking performance.Analyses centre performance and follow up accordingly with the relevant stakeholders.

Communication 

Identify the issue that might affect the customer and act on them.Analysis, questions and communicate the WHY behind the figures and KPIs.Communicate company goals, information, and expectation to the outsourced partner in a positive way.Optimize and develop constantly use of external communication channels (Phone, Mail, Chat, social media, Rate and reviews, CS pages, Mail communication etc), however always in line with Global direction and guidelines.

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QualificationsYou have excellent communication skills, including fluent written and spoken EnglishPrior experience of a minimum 4 years in customer service operations would be an added advantageYou have experience from successfully coordinating projectsYou have a fashion background or interest and knowledge of fashionYou are structured, organized and efficientYour passionate to drive the customer experience through our business partnerUnderstand how to collaborate cross functionally in order to achieve results 

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Additional Information

This is a full-time position, reporting to Kapil Vig, Customer Service Manager for India.

This position is based at our Office in New Delhi, Delhi, India.

Apply by sending in your CV in English as soon as possible, but no later than May 12th, 2025. Due to data policies, we only accept applications through career page.

WHO WE ARE

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.

We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future.

WHY YOU’LL LOVE WORKING HERE At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe.

Learn more about H&M here.

Global Benefits

We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.

In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries.

Inclusion & Diversity

H&M is a part of H&M Group. At H&M Group, we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people that share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.

We strive to have a fair and equal process and therefore kindly ask you not to attach a cover letter in your application as they often contain information that easily can trigger unintentional biases.