Manager- Service

Country:

Location:

Role:  Service Delivery- LC

Location: Gurgaon, India

Full/ Part-time: Full time

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet 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.

About the role

This position Provides close supervision of call responses and handles escalated calls. Trains staff in Customer Service procedures and provides changes to procedures to ensure continuous improvement.

Job Description

• 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.

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

Benefits

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

• Make yourself a priority with flexible schedules, parental leave
• Drive forward your career through professional development opportunities
• Achieve your personal goals with our Employee Assistance Programme

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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