Manager, Customer Service

Our Blend

The Coffee Bean & Tea Leaf is one of the world's largest independent and privately-owned specialty coffee and tea retailers. In 1963 we opened our very first store in Southern California, and today we have over 1100 cafes in over 20 countries, and our Global Headquarters in Singapore.

The Coffee Bean & Tea Leaf is on an inspiring journey to become the world's coffee and tea brand. We are united by our passion for connecting people through the daily rituals of coffee and tea—viewing every cup as an opportunity to impact someone's day.

Our Brew Crew is a diverse team of hard-working optimists with a passion for learning about our craft, the people we serve, and the world around us. We offer the tools, the environment, and the support for you to make your unique contribution and grow as a person.

Passion is contagious, and we've got a serious case of it. If you are just as passionate as we are, come join our Brew Crew!

Brew Crew Opportunity

We are seeking a highly motivated and experienced Manager, Customer Service. This role will be responsible for assisting in overseeing the daily operations of the customer service team, ensuring the delivery of exceptional service to our customers, and driving continuous improvement in processes and performance.

Key Responsibilities

In this role, you will:

• Lead and manage the team's overall performance by monitoring and producing individual development plans to reach departmental goals and SLAs.
• Oversee and monitor daily operations of the customer service team, ensuring timely and accurate resolution of customer inquiries, issues, and escalations.
• Be responsible to process online orders from website and other online channels such as Shopee and Lazada.
• Conduct regular audits of customer service interactions and provide feedback for continuous improvement.
• Understand the development needs of your team members and be able to identify performance gaps, in order to provide coaching support.
• Analyze to provide accurate data reports to Management in a timely manner.
• Identify system and workflow improvements to enhance efficiency.
• Ensure team members comply with the Company's SOP, process, and guidelines.
• Collaborate with other departments to ensure seamless communication and coordination in addressing customer needs and resolving issues.
• Any additional ad hoc tasks assigned by immediate superior.

Your Ingredients

• Minimum of 7-6 years of experience in customer service, preferably within the F&B, FMCG or Retail industry.
• Proficient in MS office and call center equipment/software programs
• Good understanding of social media platforms
• Excellent command in spoken and written English
• Excellent customer orientation and ability to adapt/respond to different types of characters.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Strong analytical/presentation skills.
• Solid experience in project/stakeholder management, process improvement, planning, and performance management.

Performance & Rewards

At The Coffee Bean & Tea Leaf, we embrace a high-performance culture that rewards and encourages our values of teamwork, ownership, and respect for one another.