Customer Care Manager

Key Responsibilities:

Customer Service Management:

• Lead and supervise the customer service team within your designated zone, ensuring adherence to service standards and protocols.

• Establish and maintain effective communication channels with customers to address inquiries, concerns, and feedback promptly.

• Monitor service performance metrics, analyze trends, and implement corrective actions to enhance service quality and customer satisfaction.

Technical Support and Issue Resolution:

• Provide technical expertise and guidance to resolve complex service issues related to HVAC projects, ensuring timely resolution and minimal disruption to customers.

• Coordinate with service technicians, engineers, and third-party vendors to expedite problem resolution and ensure service delivery meets contractual obligations.

• Conduct root cause analysis of recurring issues and implement preventive measures to minimize future service interruptions.

Team Leadership and Development:

• Recruit, train, and develop a high-performing customer service team & coordinators, fostering a culture of accountability, collaboration, and continuous improvement.

• Conduct regular performance reviews, provide feedback, and support career development initiatives to enhance the skills and competencies of team members.

• Foster a positive work environment that promotes employee engagement, motivation, and retention.

Contract Management and Compliance:

• Collaborate with the sales and contracts teams to ensure alignment between customer expectations and service deliverables outlined in contractual agreements.

• Monitor contract performance, track service obligations, and ensure compliance with contractual terms and service level agreements (SLAs).

• Work closely with legal and compliance teams to address contract-related issues, mitigate risks, and resolve disputes in a timely manner.

Continuous Improvement and Innovation:

• Identify opportunities for process improvements, automation, and innovation to optimize service delivery efficiency and effectiveness.

• Implement best practices, standard operating procedures (SOPs), and quality assurance measures to standardize service delivery across the zone.

• Stay abreast of industry trends, emerging technologies, and customer preferences to anticipate future service needs and proactively address them.

Qualifications and Skills:

• Bachelor's degree/diploma in Mechanical Engineering, ITI in Air conditioning or related field.

• Proven experience (5+ years) in customer service management, preferably in the HVAC industry or related field.

• Strong technical knowledge of HVAC systems, equipment, and maintenance practices.

• Excellent leadership and people management skills, with the ability to inspire and motivate teams to achieve performance targets.

• Exceptional communication, negotiation, and conflict resolution skills.

• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.

• Proficiency in CRM software, Microsoft Office Suite, and other relevant business tools.

• Willingness to travel within the designated zone and occasionally nationally, as required.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6+ years of experience.