Customer Service Manager

Customer Service Manager (Voice – US)

About Us We are calling applicants on behalf of a company dedicated to helping businesses grow through technology, branded merchandise, creative solutions, and marketing services. With our headquarters in California and a Global Technology Centre in Technopark, Trivandrum, we partner with leading brands such as Red Bull, Uber, Honda, Volvo, and Nestle. Our core values are Quality and Service Without Compromise, underpinned by a strong Customer First approach.

Position Summary We are seeking an experienced Customer Service Manager to lead our night shift operations. This role is crucial for managing our customer service and sales inquiries for US-based clients.

Location: Technopark, Trivandrum Employment Type: Full-Time Work Mode: On-site Shift: US Shift (8:30 PM - 5:30 AM IST)

Responsibilities

• Serve as the primary point of contact for customer service and sales inquiries via 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, employ appropriate sales techniques, close sales, and coordinate order handover with the production team.
• Build strong customer relationships by promptly and professionally addressing questions, concerns, and complaints.
• Drive process improvements to enhance efficiency, productivity, and customer service operations.
• Coordinate with internal departments and external suppliers to facilitate information exchange and negotiate optimal solutions.
• Monitor and audit service delivery to ensure quality, productivity, and adherence to company standards.
• Maintain and oversee customer interaction records, including calls, resolutions, issues, and relevant notes.
• Support the team in achieving customer service and revenue targets.

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 (8:30 PM to 5:30 AM IST).
• Comfortable handling a US accent.
• Open to relocating to Trivandrum.

Interview Process

• First Round: Online or Offline
• Second Round: In-person at Trivandrum

What We Offer

• Customer-first and learning-oriented work culture.
• Performance management system.
• Incentive plan.
• Family Health Insurance.

Salary Budget: Up to 10 LPA