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Customer Service Manager

Delhi or Mumbai

Job Description

Providing excellent customer service is integral to what we do.  Whether it’s through phone, email, social media or in-person, every customer interaction is an opportunity to engage with people to provide a positive experience with our brand.  This is not a tick-the-box call center position but a critical and demanding role that requires excellent communication skills, multi-tasking abilities, patience, positivity and a willingness to put in the extra effort to ensure customer satisfaction.

Specific responsibilities will include:

  • Responding to and resolving customer queries in a prompt, efficient and friendly manner
  • Interact and coordinate with various levels of the organization (production, cafes, management, etc) to respond to customer queries
  • Follow-up on pending issues to resolution
  • Find and create systems and solutions to manage customer queries at scale
  • Help in recruiting customer service associates, developing and leading the customer service team
  • Build and develop coffee knowledge to effectively answer customer questions


  • 2+ years experience in a similar role  
  • Post Graduate or Degree
  • Excellent written communication skills.  Must be able to punctuate and capitalize properly.
  • Positive phone manner throughout the day
  • Strong multi-tasking abilities and excellent analytical skills
  • Computer skills

COMPENSATION: The salary will be competitive with industry standards.


We are India’s largest speciality-focused coffee company, with coffee roasteries in New Delhi and Mumbai and a growing network of cafes. All of our coffees are sourced from leading growers across the country, and traceability and long-term relationships with our farms are integral to what we do. We are focused on sourcing, roasting, brewing the best beans India has to offer.