- We are looking for motivated and well-spoken experienced candidates for the Client Service Manager role to join our HVAC Customer Service division. (https://www.onehourheatandair.com/frisco/) The primary responsibility of Client Service Manager will be to handle customer service and customer relationship management. He should have a background in customer service, with experience in both outbound and inbound calls.

- Additionally, he should have proven leadership skills, as he will be required to lead a team and conduct training sessions.

- He should be proficient in software applications, including CRMs and PBX or IVR calling systems. He should be familiar with international processes, particularly those of the USA, UK or Australia. Sales experience would be advantageous, as the role may involve upselling or cross-selling products or services.

Experienced candidates having expertise in handling US Inbound & Outbound Process good in communication and writing skills.

Candidates handled the US/UK/Australia Inbound & Outbound Process Must Apply!

Job Type: Full Time

Experience: 6+ years in US Inbound & Outbound Process

Shift: Graveyard Shift (10:30 PM to 08:30 AM)

Week Offs:

2 days fixed Week Offs during Winter

1 day fixed Week Off during Summer due to high demand (As per US Calendar and business requirements)

Shift Timing:

US Shift

During Winter: 8 AM to 5 PM CST (7:30 PM to 4:30 AM IST)

During Summer: 7 AM to 5 PM CST (6:30 PM to 4:30 AM IST) (As per US Time Zone, depending upon business requirements and Daylight Saving)

Graveyard Shift

12 PM to 10 PM CST (10:30 PM to 8:30 AM IST)

Working Days: 5/6 days

Location: Mohali (Chandigarh)

Client Service Manager Responsibilities:

- Manage large amounts of incoming and outbound (Voice/ Non-Voice) phone calls

- Identify and assess customers needs to achieve satisfaction

- Build sustainable relationships and trust with customer accounts through open and interactive communication

- Provide accurate, valid and complete information by using the right methods/tools

- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

- Keep records of customer interactions, process customer accounts and file documents

- Follow communication procedures, guidelines and policies

- Take the extra mile to engage customers

- Leading a team and conduct training sessions

Requirements:

- 6+ years in US Inbound & Outbound (Voice/ Non-Voice) process

- Willing to work in US Process.

- Proven customer support/handling experience

- Strong phone contact handling skills and active listening

- Customer orientation and ability to adapt/respond to different types of characters

- Excellent communication and presentation skills

- Ability to multitask, prioritize and manage time effectively

- Hands on experience on Softwares such as CRMs, PBX or IVR Calling System

- Excellent communication skills, both verbal and written.

- Good organizational skills and the ability to multitask.

- Strong listening and customer handling skills.