Customer Service Supervisor - Voice, Email & Chat

Brand: Bombay Sweet Shop

Location: Mumbai

Department: Customer Service / Customer Experience

Reports To: Customer Service Manager / Head of Customer Experience

About Bombay Sweet Shop

Bombay Sweet Shop is a modern Indian mithai brand that combines traditional flavours with contemporary ideas and an elevated customer experience.

We are looking for a Customer Service Supervisor- Voice, Email & Chat to lead our customer service team and ensure customers receive a consistent, prompt, and high-quality experience across every interaction.

Role Overview The Customer Service Supervisor will be responsible for managing the day-to-day performance of the Voice, Email and Chat support team, ensuring customer queries and complaints are handled within defined service levels.

The role will involve team supervision, customer escalations, quality monitoring, performance tracking, coaching, and coordination with internal teams to ensure timely resolution of customer concerns.

Key Responsibilities

1. Voice Customer Service

- Supervise the team handling inbound and outbound customer calls.
- Monitor call quality, communication standards, and adherence to customer service processes.
- Handle escalated and sensitive customer conversations.
- Ensure calls are resolved effectively while maintaining a positive customer experience.
- Monitor call volumes, response times, resolution rates, and other relevant metrics.
- Coach team members on call handling, empathy, product knowledge, and effective communication.

2. Email Customer Service

- Supervise the team managing customer queries through email.
- Ensure emails are responded to within defined Turnaround Time (TAT).
- Monitor the quality, accuracy, grammar, tone, and completeness of email responses.
- Ensure appropriate follow-ups are made until customer issues are completely resolved.
- Review recurring email queries and identify opportunities to improve FAQs, templates, and processes.

3. Chat Support

- Manage and monitor customer interactions through chat channels.
- Ensure quick response and resolution while maintaining the brand's tone of voice.
- Monitor multiple conversations and ensure appropriate prioritisation of urgent issues.
- Review chat quality and provide regular feedback to the team.
- Ensure proper documentation of customer interactions and resolutions.





4. Team Management

- Supervise the day-to-day activities of the Voice, Email & Chat customer service team.
- Allocate work based on volumes, priorities, shifts, and team availability.
- Conduct daily/regular team huddles and communicate updates, policies, and process changes.
- Coach and mentor team members to improve their performance.
- Track attendance, productivity, adherence, and individual performance.
- Identify training requirements and coordinate with the manager for development initiatives.
- Support performance improvement plans where required.

5. Customer Escalations

- Act as the first point of escalation for complex or unresolved customer concerns.
- Take ownership of high-priority complaints until closure.
- Coordinate with Store Operations, Dispatch, Kitchen, Delivery, E-commerce, Finance, and other teams to resolve issues.

- Handle concerns related to

- Orders and deliveries

- Product quality

- Missing or incorrect products

- Payments and refunds

- Discounts and offers

- Delayed orders

- Customer feedback and complaints
- Ensure escalations are resolved within the committed TAT.

6. Customer Experience & Quality

- Conduct regular quality checks across calls, emails, and chats.
- Ensure the team follows Bombay Sweet Shop's customer service standards and communication tone.
- Identify gaps in customer interactions and provide constructive feedback.
- Track customer feedback and identify recurring issues.
- Recommend improvements to enhance overall customer experience.

7. MIS & Performance Reporting Monitor and report key customer service metrics, including:

- Call Volume
- Email Volume
- Chat Volume
- Average Response Time
- Average Handling Time (AHT)
- Customer Satisfaction (CSAT)
- Complaint & Escalation Volume
- Abandonment Rate
- Team Productivity
- Quality Scores

Prepare regular performance reports and highlight key trends, concerns, and improvement areas to the reporting manager. 8. Process Improvement





- Identify recurring customer issues and recommend solutions.
- Help develop and maintain SOPs, FAQs, email templates, chat responses and escalation matrices.
- Identify process gaps impacting customer experience.
- Work with cross-functional teams to improve customer service processes.
- Support implementation of new customer service tools, systems, and processes.

Requirements

- 3 - 5 years of experience in Customer Service / Customer Experience / Contact Centre / E-commerce / Retail / Hospitality.
- Minimum 1 - 2 years of experience in a Team Leader / Supervisor capacity preferred.
- Experience managing Voice + Email + Chat support is strongly preferred.
- Excellent verbal and written communication skills.
- Strong customer handling and conflict-resolution skills.
- Ability to manage escalated and difficult customer conversations.
- Strong understanding of customer service metrics and SLAs/TAT.
- Good working knowledge of Excel / Google Sheets.
- Experience working with CRM, ticketing, chat, or customer support platforms.
- Strong team management and coaching skills.
- Excellent coordination and stakeholder-management skills.
- Comfortable working in rotational shifts, weekends, and during festive/high-volume periods.

Ideal Candidate We are looking for someone who:

- Has hands-on experience managing Voice, Email and Chat support.
- Can confidently lead a frontline customer service team.
- Is comfortable handling escalations and taking ownership until resolution.
- Has excellent written communication and qualified email etiquette.
- Can maintain the right balance between customer satisfaction and business policies.
- Uses data and customer feedback to identify problems and improve processes.
- Is calm, empathetic, organised, and solution-oriented.
- Can work effectively in a fast-paced retail/e-commerce environment.

Key Competencies Customer Centricity | Team Leadership | Voice Support | Email Support | Chat Support | Escalation Management | Communication | Problem Solving | Conflict Resolution | Quality Monitoring | SLA/TAT Management | MIS & Reporting | Stakeholder Management | Process Improvement

Preferred Industry Background

D2C | E-commerce | Retail | Food & Beverage | QSR | Hospitality | Premium Consumer Brands | Contact Centre / BPO

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