Job Description
Customer Care & Customer Delight Manager
Company: Anand Prakash Design Location: New Delhi Department: Customer Experience / E-commerce Experience: 4 to 7 years preferred
About the Job
Anand Prakash Design is an Indian luxury lifestyle and stationery brand specialising in unique, handcrafted products rooted in design, detail, material, and thoughtful customer experience. Founded in 2003, the brand works with discerning individual customers as well as prestigious corporate and institutional clients.
We are looking for a Customer Care & Customer Delight Manager who will be the sole point of contact for customers across our Shopify website and customer communication channels. This person will manage day-to-day customer queries, order concerns, complaints, feedback, returns, delays, and problem resolution with care, ownership, and timely follow-up.
The second and equally important part of the role is customer delight. The candidate will proactively build stronger relationships with existing customers, create thoughtful touchpoints, identify ways to improve their experience, and be available like a brand concierge whenever customers need assistance, guidance, or support.
This is not only a customer service role. It is a relationship role. The ideal candidate should be warm, refined, patient, highly organised, and able to represent the Anand Prakash brand with elegance, empathy, and accountability.
Roles and Responsibilities
Act as the primary and sole point of contact for customer queries, concerns, complaints, feedback, and day-to-day issues related to the Shopify website.
Handle customer communication across phone, email, WhatsApp, website chat, and social media messages wherever applicable.
Respond to customer queries with accuracy, warmth, and timely follow-up, ensuring that every interaction reflects the brand’s tone and standards.
Resolve order-related concerns including order status, payment queries, delivery delays, damaged items, returns, exchanges, refunds, missing shipments, customisation queries, and product information requests.
Coordinate with dispatch, warehouse, accounts, design, sales, and management teams to resolve customer issues quickly and correctly.
Track unresolved customer cases and ensure closure with clear communication to the customer and internal teams.
Maintain accurate customer records, communication history, issue status, and follow-up notes in the CRM or tracking system.
Share regular customer feedback, complaint patterns, product concerns, and improvement suggestions with the internal team.
Build and maintain customer support resources such as FAQs, response templates, care instructions, product information notes, and internal support guides.
Identify opportunities to recommend relevant products, gifting options, personalisation, and add-ons in a thoughtful, non-pushy manner.
Proactively connect with existing customers to strengthen relationships, understand their preferences, and improve repeat engagement with the brand.
Develop customer delight initiatives such as personalised follow-ups, thank-you messages, special occasion communication, loyalty touchpoints, post-purchase check-ins, and service recovery gestures.
Be available as a concierge-style support person for important customers, repeat buyers, corporate clients, and high-value orders whenever they need assistance.
Help improve the overall customer journey on the website by identifying friction points in ordering, delivery, communication, returns, and product discovery.
Represent Anand Prakash as a brand ambassador in every customer interaction, ensuring courtesy, discretion, clarity, and a premium service experience.
Required Skills and Qualifications
Bachelor’s degree in any relevant field. A background in retail, hospitality, luxury, e-commerce, communications, or business administration will be preferred.
4 to 7 years of experience in customer service, customer success, client servicing, hospitality, luxury retail, e-commerce support, or relationship management.
Excellent written and spoken communication skills in English. Hindi communication ability will be an advantage.
Strong interpersonal skills with the ability to speak to customers with warmth, patience, clarity, and confidence.
A genuine service mindset with the ability to remain calm, courteous, and solution-oriented during complaints or difficult conversations.
Strong problem-solving ability and the discipline to follow up until an issue is fully resolved.
Good understanding of online orders, Shopify or similar e-commerce platforms, order tracking, returns, refunds, delivery coordination, and customer communication workflows.
Comfortable using email, WhatsApp Business, Google Sheets, Microsoft Office, CRM tools, and customer support systems.
Highly organised and detail-oriented, with the ability to manage multiple customer conversations and priorities at the same time.
Ability to understand luxury products, gifting, personalisation, and premium customer expectations.
Proactive mindset to build long-term customer relationships rather than only responding to complaints or queries.
Discretion, maturity, and ownership while handling customer concerns, high-value orders, and sensitive communication.
Candidate Fit
The ideal candidate should understand that customer care at Anand Prakash is not only about answering questions. It is about making customers feel heard, respected, reassured, and looked after. We are looking for someone who can combine operational follow-up with thoughtful relationship-building, and who can help turn everyday customer interactions into lasting brand loyalty.
