Job Summary
We are looking for an experienced Senior Customer Care Officer to manage customer queries, complaints, service requests, and follow-ups. The candidate will coordinate with service engineers, branches, and internal teams to ensure timely resolution of customer issues and maintain high customer satisfaction.
Key Responsibilities
- Handle customer calls, complaints, service requests, and escalations professionally.
- Register and monitor customer service requests in the CRM/service system.
- Coordinate with service engineers and branches for timely complaint resolution.
- Follow up on pending service calls, spare parts, repairs, installations, and replacements.
- Maintain regular communication with customers regarding service status and expected resolution time.
- Handle escalated customer complaints and ensure appropriate closure.
- Monitor open, pending, and repeat complaints and take corrective action.
- Coordinate with the Service, Technical, Logistics, and Accounts teams when required.
- Maintain accurate customer records, call logs, and service-related reports.
- Prepare daily/weekly/monthly customer care MIS reports.
- Monitor customer feedback and identify recurring issues.
- Ensure adherence to company customer service policies and SLA/TAT requirements.
- Support the Customer Care Manager in improving customer satisfaction and service quality.
- Guide and support junior customer care executives when required.
Required Skills
- Excellent communication and interpersonal skills.
- Strong customer handling and complaint-resolution skills.
- Good follow-up and coordination ability.
- Good knowledge of MS Excel, Word, email, and CRM/service software.
- Ability to handle difficult and escalated customers professionally.
- Strong problem-solving and multitasking skills.
- Good time management and organizational skills.
- Ability to work under pressure and meet service timelines.
Qualification
- Any Graduate / Diploma.
- Minimum 2–5 years of experience in customer care, customer support, service coordination, or service operations.
- Experience in electronics, home appliances, repair & service, or the technical service industry will be preferred.
Key Performance Indicators (KPIs)
- Customer satisfaction score.
- Complaint resolution TAT.
- Pending/open complaint percentage.
- First-call resolution.
- Repeat complaint reduction.
- Customer follow-up and closure efficiency.
- SLA compliance.
- Accuracy and timely submission of MIS reports.
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
