Cultivate Customer Care Excellence

4 days ago

Chennai, Tamil Nadu, India beBeeCustomerCare Full time US$ 60,000 - US$ 80,000

Job Description

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This role is pivotal in driving the productivity, efficiency, and success of our critical customer care team. As a Care Team Manager, you will be responsible for managing the customer journey during issue resolution, with the ultimate goal of strengthening our customers' relationship with us.

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Responsibilities:

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  • Leverage product knowledge and customer service expertise to coach and guide the team in handling chats, calls, and casework effectively
  • Train and develop the team on processes, technical troubleshooting, and product knowledge
  • Maintain open communication with agents, addressing concerns and relaying feedback appropriately
  • Facilitate professional development for yourself and your team by staying updated on Toast's hardware, software, and training resources
  • Seek out and embrace coaching opportunities to enhance performance
  • Handle escalated customer issues, including those from the Senior Leadership Team
  • Manage the use of Salesforce.com and other related applications
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Requirements:

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To be successful in this role, you should have a minimum of a three-year degree in any discipline or related field, along with two years of experience managing and coaching teams as a Team Lead, Supervisor, or Manager.

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Skills and Qualifications:

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  • Demonstrated ability to operate independently and manage competing priorities in a fast-changing environment
  • Genuine commitment to nurturing the professional growth of team members
  • Strong ability to resolve complex customer issues promptly and professionally
  • Experience in Restaurant, SaaS, or FinTech industries is a plus
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About Us

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We celebrate diversity, equity, and inclusion at our organization. Our employees are our secret ingredient when they thrive, we thrive. We believe authenticity, inclusivity, respect, trust, and humility are the keys to achieving our goals.

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Join Our Hybrid Work Model

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We value individual needs and foster in-person collaboration while working together to empower the restaurant community.

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