Client Support Manager - Archetive Solutions Pvt. Ltd.

Role & responsibilities

• Handle US vendor calls, emails, and text messages.
• Convey accurate and relevant information to clients and other stakeholders.
• Manage the lifecycle of order requests within defined timelines as per SOPs.
• Resolve client/vendor queries over calls and manage the order queue as per SLA.
• Manage and improve team performance through performance monitoring, problem resolution, system audits and quality assurance checks.
• Provided professional development opportunities and mentor team members to ensure consistent success in meeting and exceeding aggressive goals.
• Present monthly performance reports and recommendations each month.

Preferred candidate profile

• Flexible to work in US shift schedules, with prior US shift experience preferred.
• A Graduate with Minimum 3 plus years of team handling Experience in an international KPO / BPO Process would be preferred.
• Excellent oral and written communication skills for international interactions.
• Strong skills in handling emails, text messages, and multitasking.
• Comfortable working from the office location.
• Proactive problem solver with the ability to understand and interpret client requirements.