Shopping Cart




Get 10% Cashback upto Rs 500 by paying through Simpl Pay-In-3 T&C* Get 10% Cashback upto Rs 500 by paying through Simpl Pay-In-3 T&C*

Customer Service Manager

Delhi/Mumbai/Bangalore, INDIA

Job Description

We are looking for an experienced  Customer Service Manager to join our team.

  • Answers customers’ questions, handles escalations, resolves problems, and maintains customer satisfaction, and NPS score by providing problem-solving resources.
  • Maximizes customer operational performance by providing help desk resources and technical advice.
  • Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
  • Manages the customer service team, communicates job expectations and performs appraisals and job reviews.
  • Manages the team schedule and the duty roster.
  • Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics, and monitoring and analyzing results.
  • Lead the customer service issue log calls with internal and external departments.
  • Implements production, productivity, quality, and customer-service standards.
  • Contributes customer service information and recommendations to strategic plans and reviews.
  • Audits customer service procedures and trends and determines system improvements.
  • Enforces company policies and procedures.
  • Determines customer service requirements by maintaining contact with customers and visiting operational environments.
  • Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
  • Meets customer service financial objectives by forecasting requirements, preparing annual budgets, and scheduling expenditures.
Skills and Qualifications required
  • 2 - 3 yrs (as a Team Lead or CSM).
  • Educational Qualification: Minimum - Any Graduation.
  • Customer service skills.
  • Process improvement.
  • Cross-Departmental Coordination.
  • Strong decision-making skills.
  • Managing processes.
  • Staffing & Planning.
  • Tracking budget expenses.
  • Analyzing information.
  • Developing standards.
  • Help desk experience.
  • Spreadsheet proficiency.


We are India’s largest specialty coffee company, with coffee roasteries in New Delhi, Mumbai, Bangalore and a growing network of cafes. All our coffees are sourced from leading growers across the country. Traceability and long-term relationships with our farms are integral to what we do. We are focused on sourcing, roasting and brewing the best coffee beans India has to offer.
Our mission since we started has stayed simple: introduce our customers to the estates we directly buy our great tasting coffee from, roast the beans with care, and make high-quality coffee more accessible through our cafes and our website. The coffee we roast is the coffee we like to drink, and we hope you like it too.