Customer Service Manager

As a Customer Service Manager at Zomato, you'll be the champion for our customers, ensuring their satisfaction at every step of their ordering journey. You'll lead a high-performing team of customer service representatives, fostering a positive and collaborative environment, and driving continuous improvement in service quality.

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Responsibilities:

Lead and manage a team of customer service representatives: Build a strong team culture, provide coaching and development opportunities, and ensure they have the resources and knowledge to excel.
Resolve customer inquiries and complaints promptly and professionally: De-escalate complex situations, identify root causes of issues, and work collaboratively with other departments to find solutions.
Analyze customer feedback and identify trends: Proactively identify areas for improvement and implement changes to enhance customer satisfaction.
Develop and maintain service standards and processes: Ensure consistent and efficient service delivery across all channels (phone, email, chat).
Stay updated on industry trends and best practices: Continuously learn and adapt to improve the customer experience.

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Skills:

Proven experience as a customer service manager or team leader (min 3 years).
Strong communication, interpersonal, and problem-solving skills.
Excellent written and verbal communication skills.
Ability to work effectively in a fast-paced, dynamic environment.
Data-driven approach and analytical skills.
Passion for customer service and a commitment to exceeding expectations.
Strong leadership and team management skills.

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