Customer Service Manager

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.