About Us One60 Cafe is a vibrant and customer-focused establishment dedicated to providing an exceptional dining experience.
We take pride in our commitment to high-quality service and are looking for a skilled Customer Service Manager to lead our front-of-house team.
We are looking for a dedicated individual to join our team in a full-time permanent role.
This position offers 38 hours of work per week with a base salary of $75,000 annually.
Key Responsibilities: * Oversee daily operations of the customer service team to ensure efficient, friendly, and responsive service delivery.
* Develop and implement customer service strategies, policies, and procedures to enhance the guest experience.
* Manage, coach, and develop the customer service team to optimize performance and foster a positive team culture.
* Identify and resolve customer complaints and concerns promptly and professionally.
* Monitor customer feedback and satisfaction metrics, using insights to drive service improvements.
* Collaborate with other teams to ensure seamless coordination between customer service and other business units.
* Maintain accurate records and documentation.
* Identify and implement strategies to improve service quality and productivity.
* Lead staff by example, ensuring compliance with all policies and procedures.
* Establish work goals and performance standards for team members.
* Identify and address staff training and coaching needs.
* Organize staff meetings and prepare reports.
* Monitor staff Key Performance Indicators (KPIs) and report at both team and management levels.
* Conduct performance reviews and provide constructive feedback.
What We're Looking For: * Significant experience in a customer service management role within the hospitality industry.
* Proven track record of leading and developing high-performing customer service teams.
* Excellent communication, interpersonal, and problem-solving skills.
* Strong analytical and decision-making abilities to identify and resolve customer issues.
* Proficiency in using customer service and data analysis tools.
* Passion for delivering exceptional customer experiences and a commitment to continuous improvement.