Verified Job
Customer Support / TeleCaller
Customer Service Manager
Customer Support / TeleCaller
#207526
Remote / WFH
Job Description
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
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
