Job Description

Job Title:

Customer Service Manager

Location:

Andheri West, Mumbai

Role Overview

The

Customer Service Manager

will lead our customer support function, ensuring every customer interaction reflects our premium brand values. This role combines strategic leadership with hands-on problem-solving, with the goal of delivering outstanding service across all touchpoints.

Key Responsibilities

Oversee all customer service operations across email, chat, phone, and social media.

Set and monitor service level standards to ensure timely, accurate, and empathetic responses.

Train, and mentor a team of customer service executives.

Manage and resolve escalated customer issues promptly while maintaining brand reputation.

Develop and refine processes to improve efficiency, consistency, and customer satisfaction.

Monitor KPIs (response time, resolution time, NPS, CSAT, etc.) and prepare periodic reports for leadership.

Implement technology and tools to enhance customer service capabilities.

Maintain deep product knowledge to advise customers with confidence.

Turn service interactions into opportunities for upselling, cross-selling, and building brand loyalty.

Requirements

Bachelor's degree in Business, Hospitality, or related field (Master's preferred).

5+ years of customer service experience, with at least 2 years in a managerial role -- preferably in F&B, hospitality, or premium retail.

Strong leadership, communication, and interpersonal skills.

Proven ability to handle high-pressure situations with professionalism and empathy.

Experience with CRM tools, ticketing systems, and customer feedback analytics.

* Passion for coffee and understanding of premium brand positioning is a plus.