Customer Service Manager
3 weeks ago
Artifex HR is hiring a customer service manager for a leading restaurant chain based in Chennai.
Customer Query Management:
- Develop and implement an efficient system for tracking and responding to customer queries across all platforms, including Calls, WhatsApp, Social Media, Google, Zomato/Swiggy, Email, SMS, and more.
- Regularly monitor and evaluate the performance of the query management system, making necessary adjustments for continuous improvement.
Customer Retention:
- Proactively address customer complaints and concerns to ensure their satisfaction and loyalty.
- Collaborate with other departments for the satisfactory resolution of customer issues.
- Implement strategies to drive customer retention through effective complaint redressal.
Call-Centre Team Management & Performance Reporting:
- Manage day-to-day activities of the call-center team, addressing issues related to performance, coordination, and motivation.
- Maintain detailed reports on calls handled by each tele-caller and provide comprehensive analytics on staff performance.
- Ensure accurate recording of team attendance and punctuality, addressing any related issues in a timely manner.
- Develop and maintain a comprehensive database of call records, analyzing data to identify areas for team improvement.
Customer Feedback Collection & Reporting to Management:
- Organize and lead daily feedback calls to at least 50% of customers who visited the previous day, ensuring concerns are resolved.
- Compile and analyze customer feedback to create daily "Feedback and GSI reports," communicating findings and suggesting actions to management.
- Uphold the highest standards of honesty and integrity in compiling and generating all reports.
Team Training:
- Conduct regular training sessions for the team on brand knowledge and upselling techniques.
- Continuously update the team on changes or updates related to the company.
Quality Assurance:
- Monitor customer interactions to ensure a high standard of courteous and professional service.
- Develop and implement strategies to ensure no customer queries go unanswered.
Key Skills:
Leadership and Management Skills: Manage and lead a team, ensuring high performance and professional development.
Communication Skills: Excellent verbal and written communication for managing queries and leading the team.
Problem-Solving Skills: Quick and effective resolution of customer complaints and concerns.
Organizational Skills: Manage and organize tasks, including tracking queries and maintaining performance reports.
Analytical Skills: Proficient in analyzing customer feedback and performance data.
Customer Service Skills: Ensure customer satisfaction and retention.
Knowledge of the Brands: Extensive knowledge of Coal Barbecues and The Wedding Biryani.
Training Skills: Effectively train the team on brand knowledge and upselling techniques.
Preferred candidate profile
- Any Bachelors degree.
- Proven experience of at least 5 years in customer support, call-center management, or a related role, preferably in the food and hospitality industry.
- Strong understanding of customer service principles and experience in managing diverse communication channels.
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