Britannia Recruitment 2024

As a Customer Service Manager at Britannia, you'll be the conductor of the customer service symphony. You'll wear many hats, from leading and motivating your team to ensure exceptional service to managing all customer inquiries and resolving issues efficiently and empathetically, crafting and implementing customer service policies and procedures, analyzing customer feedback to identify areas for improvement, and working cross-functionally to ensure a seamless customer experience across all touchpoints.

Britannia Careers 

Responsibilities:

• Lead and motivate a team of customer service representatives, providing coaching, feedback, and development opportunities.
• Manage all customer inquiries and complaints across various channels, including phone, email, and social media.
• Resolve customer issues efficiently and empathetically, ensuring a positive and satisfactory resolution for every interaction.
• Develop and implement customer service policies and procedures to ensure consistent and high-quality service.
• Analyze customer feedback and data to identify areas for improvement and implement effective solutions.
• Work cross-functionally with other departments, such as sales, marketing, and operations, to ensure a seamless customer experience.
• Stay updated on industry best practices and customer service trends.
• Develop and deliver training programs for customer service representatives.
• Monitor and track key customer service metrics, such as call resolution time and customer satisfaction scores.

Skills:

• Bachelor's degree in any discipline preferred.
• Minimum 3-5 years of experience in customer service management, ideally within the food and beverage industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills with the ability to build rapport with diverse customers.
• Problem-solving skills and the ability to think critically and creatively.
• Strong analytical skills and proficiency in data analysis tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• Passion for building relationships and a commitment to exceeding customer expectations.
• Adaptability, a willingness to learn, and a positive attitude to thrive in a dynamic environment.