Customer Service Manager (US Voice Process)

Company Description

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.

Job Description

Responsibilities

• Serve as the primary point of contact for customer service and sales inquiries through inbound/outbound calls and emails.
• Lead, manage, mentor, and develop a team of Customer Service Representatives.
• Handle quotes for customized apparel purchases and guide customers through the sales process.
• Understand customer requirements, use appropriate sales techniques, close sales, and coordinate order handover with the production team.
• Build strong customer relationships by addressing questions, concerns, and complaints promptly and professionally.
• Drive process improvements to improve efficiency, productivity, and customer service operations.
• Coordinate with internal departments and external suppliers to facilitate information exchange and negotiate the best solutions for the organization.
• Monitor and audit service delivery to ensure quality, productivity, and company standards are maintained.
• Maintain and oversee customer interaction records, including calls, resolutions, issues, and relevant notes.
• Support the team in achieving customer service and revenue targets.

Qualifications

Requirements

• 4+ years of experience in customer service/sales with US customers.
• Prior experience in a leadership role with people management is mandatory.
• Experience in performance reviews and managing team growth.
• Excellent verbal and written communication skills.
• Strong sales, customer service, and leadership skills.
• Excellent phone etiquette and active listening abilities.
• Strong decision-making and problem-solving skills.
• Ability to remain calm under pressure and maintain a positive attitude.
• Ability to prioritize tasks and meet deadlines.
• Quick learner with the ability to make effective decisions.
• Willingness and ability to work in US shifts (8.30pm to 5.30am IST)

Additional Information

What We Offer

• Customer-first and learning-oriented work culture.
• Performance management system.
• Incentive plan.
• Family Health Insurance.
• In-office snacks, coffee, and refreshments.