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Manager- Service

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Carrier

16d ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    People, HR & Administration
  • Gurgaon

AI generated summary

  • You should have 8-12 years of experience and understand management approaches like work scheduling, prioritizing, coaching, and process execution.
  • You will supervise a customer service team, resolve escalated issues, ensure adherence to policies, document customer interactions, and promote products to meet business targets.

Requirements

  • Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution
  • Min 8-12 years experience

Responsibilities

  • Supervises a single team including all levels of employees and team leaders that perform customer service duties to ensure customer expectations are met.
  • Confers with customers by telephone or electronically to provide information about products or services, customer accounts, or product complaints specific to escalated and unresolved calls from less experienced representatives to ensure quality services are delivered to the customers.
  • Guides and assists team with routine problems and issues resolution, when required, to help them solve problems and also build capabilities.
  • Checks customers' problems were addressed and resolved to ensure smooth operations of customer services work.
  • Checks customer correspondence is properly documented in order to inform management of product issues that arise from problems identified from customer service support to ensure issues are discussed and resolved.
  • Ensures employees adhere to the organization-wide customer service strategy and policies and procedures concerning customer correspondence and the processing of customer complaints.
  • Includes, when required, minimal selling or promotion of products or services to ensure business targets are met.
  • Responsible, when required, for the day-to-day supervision of a team of call center representatives to maintain efficient customers communications.

FAQs

What is the job title for this position?

The job title is Manager - Service.

Where is the location for this role?

The position is located in Gurgaon, India.

What kind of work schedule is offered for this position?

This position is full-time.

What will be my primary responsibilities in this role?

You will supervise a team, handle escalated customer calls, train staff in customer service procedures, and ensure quality service delivery.

How many years of experience are required for this position?

A minimum of 8-12 years of experience is required.

Is there an opportunity for professional development in this role?

Yes, there are professional development opportunities to drive your career forward.

What benefits do you offer to employees?

We offer flexible schedules, parental leave, and an Employee Assistance Programme, among other competitive benefits.

What is the company’s stance on diversity and inclusion?

The company is committed to creating an inclusive environment where diversity is seen as an engine for growth and innovation.

How does the company ensure employee feedback is considered?

We listen to employee feedback and continuously challenge ourselves to improve and provide a better workplace.

Is there a specific customer service strategy that employees must adhere to?

Yes, employees must adhere to the organization-wide customer service strategy and related policies and procedures.

Are there opportunities for advancement within the company?

Yes, we offer enriching career opportunities and encourage employee growth and advancement within the company.

What is the company’s approach to managing employee health and wellbeing?

We are committed to employee health and wellbeing through programs like the Employee Assistance Programme and flexible work schedules.

What types of calls will I be handling in this role?

You will handle escalated customer calls and ensure issues are resolved to maintain quality service.

Is prior experience in a call center required for this position?

While not explicitly stated, experience in managing service teams in a call center environment is beneficial.

Will I have any sales responsibilities in this role?

Yes, there may be minimal selling or promotion of products or services when required to meet business targets.

How does the company view the contributions of its employees?

We consider the expertise, creativity, and passion of our employees as our greatest assets and strive to create a great workplace.

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Carrier

Manufacturing & Electronics
Industry
10,001+
Employees

Mission & Purpose

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to making the world safer, sustainable and more comfortable for generations to come. From the beginning, we’ve led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.