Customer Service Manager

3 weeks ago

Chennai, India Artifex HR Private Limited Full time

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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