Customer Service Manager (US Voice Process)

Overview

Customer Service Manager for the US voice process, owning customer interactions via calls/emails and leading a customer service team to drive sales and service quality.

What you'll do

• Act as the primary point of contact for customer service and sales inquiries.
• Lead, manage, mentor, and develop Customer Service Representatives.
• Handle quotes for customized apparel purchases and guide customers through the sales process.
• Address customer questions, concerns, and complaints promptly and professionally.
• Improve customer service operations by driving process improvements.
• Monitor and audit service delivery for quality, productivity, and company standards.

What you'll need

• 4+ years of experience in customer service/sales with US customers.
• People-management leadership experience is mandatory.
• Experience conducting performance reviews and managing team growth.
• Excellent verbal and written communication skills.
• Strong phone etiquette and active listening abilities.
• Ability to work US shifts (8.30pm to 5.30am IST).

Details

• Working location: Thiruvananthapuram, KL, India.