Customer Service Manager (Voice – US)
Location: Technopark, Trivandrum
Employment Type: Full-Time
Shift: US Shift (8.30 pm - 5.30 am IST)
About FAYA
At FAYA, we help businesses grow through technology, branded merchandise, creative solutions, and marketing services. With our headquarters in Ontario, California, and Global Technology Centre in Technopark, Trivandrum, we work with leading brands including Red Bull, Uber, Honda, Volvo, Nestle, and others.
We believe in Quality and Service Without Compromise and a strong Customer First approach.
Responsibilities
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Serve as the primary point of contact for customer service and sales inquiries through inbound/outbound calls and emails.
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Lead, manage, mentor, and develop a team of Customer Service Representatives.
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Handle quotes for customized apparel purchases and guide customers through the sales process.
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Understand customer requirements, use appropriate sales techniques, close sales, and coordinate order handover with the production team.
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Build strong customer relationships by addressing questions, concerns, and complaints promptly and professionally.
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Drive process improvements to improve efficiency, productivity, and customer service operations.
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Coordinate with internal departments and external suppliers to facilitate information exchange and negotiate the best solutions for the organization.
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Monitor and audit service delivery to ensure quality, productivity, and company standards are maintained.
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Maintain and oversee customer interaction records, including calls, resolutions, issues, and relevant notes.
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Support the team in achieving customer service and revenue targets.