Customer Service Manager

Job Description

We are looking for an experienced Customer Service Manager to join our team.

Responsibilities
• Answers customers' questions, handle escalations, resolves problems, and maintains customer satisfaction, and NPS score by providing problem-solving resources.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
• Manages the customer service team, communicates job expectations, and performs appraisals and job reviews.
• Manages the team schedule and the duty roster.
• Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics, and monitoring and analyzing results.
• Lead the customer service issue log calls with internal and external departments.
• Implements production, productivity, quality, and customer-service standards.
• Contributes customer service information and recommendations to strategic plans and reviews.
• Audits customer service procedures and trends and determines system improvements.
• Enforces company policies and procedures.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
• Meets customer service financial objectives by forecasting requirements, preparing annual budgets, and scheduling expenditures.

Skills and Qualifications required
• 2 - 3 yrs (as a Team Lead or CSM).
• Educational Qualification: Minimum - Any Graduation.
• Customer service skills.
• Process improvement.
• Cross-Departmental Coordination.
• Strong decision-making skills.
• Managing processes.
• Staffing & Planning.
• Tracking budget expenses.
• Analyzing information.
• Developing standards.
• Help desk experience.
• Spreadsheet proficiency.

ABOUT BLUE TOKAI COFFEE ROASTER

We are India's largest specialty coffee company, with coffee roasteries in New Delhi, Mumbai, Bangalore, and a growing network of cafes. All our coffees are sourced from leading growers across the country. Traceability and long-term relationships with our farms are integral to what we do. We are focused on sourcing, roasting, and brewing the best coffee beans India has to offer