Manager - Customer Service

Role: Manager Customer Service

Location: Ahmedabad India

Full/ Part-time: Full time

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of       everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

Summary
This position supervises entry level employees or team leaders of support employees in Customer Service. 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
University Degree or equivalent experience or equivalent experience and specialized knowledge of technical or operational practices

Benefits

We offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success.

Enjoy your best years with our retirement savings plan

• Have peace of mind and body with our health insurance
• Make yourself a priority with flexible schedules, parental leave and our holiday purchase scheme
• Drive forward your career through professional development opportunities
• Achieve your personal goals with our Employee Assistance Programme

Equal Treatment and Non-Discrimination

Carrier is committed to equal treatment and non-discrimination principles. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability, or any other applicable protected class.  

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at  Carrier.Recruiting@carrier.com.We will make every effort to meet your needs in accordance with applicable laws.

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Use of AI in Recruitment

Technology enabled tools may support parts of the recruitment process, with oversight by people.

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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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