Customer Service Support Manager

Join Our Team as a Zonal Manager -CS!

Are you a detail-oriented professional with a passion for Customer Services and a background in the HVAC industry We are seeking a talented Zonal Manager- CS to join our team in Mumbai, India, to support our Customer Service Department and contribute to the success of our dynamic organization.

Company Overview:

ACME MEP Services is a leading provider of Mechanical, Electrical, Plumbing (MEP) & HVAC engineering solutions. With a commitment to excellence and innovation, Acme MEP Services offers a comprehensive range of services to clients across various industries, including commercial, residential and industrial sectors.

Job Overview:

As the Zonal Manager for Customer Service in HVAC Services, you will be responsible for overseeing the customer service operations within your designated zone. Your primary focus will be on ensuring the highest levels of customer satisfaction by managing service delivery, resolving issues, and driving continuous improvement initiatives. You will work closely with internal teams, service technicians, and external stakeholders to uphold service standards, meet KPIs, and drive business growth.

Key Responsibilities:

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.

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.

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

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

Qualifications and Skills:

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

Proven experience (8+ 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.

If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced, dynamic environment, we want to hear from you! Join us in our mission to redefine customer service standards in HVAC projects and become a key driver of our success.

Full time