Customer Service Manager (US Voice Process)

Responsibilities

• Serve as the primary point of contact for customer service and sales inquiries through inbound/outbound calls and emails.

• Lead manage mentor and develop a team of Customer Service Representatives.

• Handle quotes for customized apparel purchases and guide customers through the sales process.

• Understand customer requirements use appropriate sales techniques close sales and coordinate order handover with the production team.

• Build strong customer relationships by addressing questions concerns and complaints promptly and professionally.

• Drive process improvements to improve efficiency productivity and customer service operations.

• Coordinate with internal departments and external suppliers to facilitate information exchange and negotiate the best solutions for the organization.

• Monitor and audit service delivery to ensure quality productivity and company standards are maintained.

• Maintain and oversee customer interaction records including calls resolutions issues and relevant notes.

• Support the team in achieving customer service and revenue targets.

Qualifications :

Requirements

• 4 years of experience in customer service/sales with US customers.

• Prior experience in a leadership role with people management is mandatory.

• Experience in performance reviews and managing team growth.

• Excellent verbal and written communication skills.

• Strong sales customer service and leadership skills.

• Excellent phone etiquette and active listening abilities.

• Strong decision-making and problem-solving skills.

• Ability to remain calm under pressure and maintain a positive attitude.

• Ability to prioritize tasks and meet deadlines.

• Quick learner with the ability to make effective decisions.

• Willingness and ability to work in US shifts (8.30pm to 5.30am IST)

Additional Information :

What We Offer

• Customer-first and learning-oriented work culture.

• Performance management system.

• Incentive plan.

• Family Health Insurance.

• In-office snacks coffee and refreshments.

Remote Work :

No

Employment Type :

Full-time