Customer Service Manager (US Voice Process)

About FAYA

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.

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.