Customer Service Manager at Uncle Stan's Foods

Job Summary

• We are seeking a highly experienced and performance-driven Customer Service Manager to lead and strengthen customer service operations across our outlets. The ideal candidate must have a strong supervisory background, proven leadership capability, and the ability to enforce service standards while driving customer satisfaction and sales performance.

Key Responsibilities

• Supervise and manage Customer Service Representatives across assigned outlets.
• Enforce strict adherence to service standards, grooming policies, and operational procedures.
• Monitor and improve customer satisfaction, order accuracy, and service delivery timelines.
• Handle customer escalations and implement effective service recovery strategies.
• Drive upselling performance and ensure achievement of service KPIs.
• Conduct on-the-job training and performance coaching for CSRs.
• Prepare structured service performance reports for management review.
• Collaborate with Restaurant and Operations Managers to improve overall customer experience.

Requirements

• Minimum of 5 years’ experience as a CSR Supervisor, preferably within a QSR or multi-outlet restaurant environment.
  Proven experience supervising multiple CSRs and enforcing service standards.
  Demonstrated ability to manage customer escalations professionally and effectively.
• Strong track record of improving customer satisfaction and reducing complaints.
• Experience monitoring service KPIs (order accuracy, service time, sales performance).
  Strong leadership, communication, and conflict-resolution skills.
• High level of professionalism, accountability, and integrity.
• Ability to work under pressure in a fast-paced environment.