Job Description – Customer Support Executive
Position: Customer Support Executive
Department: Customer Support / Service
Location: Delhi
Experience: 1–4 Years
Industry: Manufacturing / Electrical / HVAC / Home Appliances
Employment Type: Full-time
Job Summary
We are looking for a customer-focused Customer Support Executive to handle customer queries, complaints, service requests, and provide timely resolutions. The candidate will coordinate with the Sales, Service, Warehouse, and Technical teams to ensure a smooth customer experience.
Key Responsibilities
- Handle customer calls, WhatsApp messages, emails, and service queries.
- Register and track customer complaints and service requests.
- Provide accurate information regarding products, orders, delivery, installation, and warranty.
- Coordinate with service technicians and internal teams for complaint resolution.
- Follow up with customers until their issues are successfully resolved.
- Maintain proper records of customer complaints, calls, and service activities.
- Escalate unresolved or critical issues to the concerned senior/team.
- Coordinate with the Sales and Warehouse teams regarding order and delivery status.
- Collect customer feedback and identify recurring issues.
- Ensure professional and courteous communication with customers.
- Prepare daily/weekly customer support reports.
- Maintain customer data and service records in the CRM/ERP system.
Required Skills
- Excellent communication and interpersonal skills.
- Good Hindi and English communication.
- Strong customer-handling and problem-solving abilities.
- Basic knowledge of MS Office/Excel.
- Ability to manage multiple customer requests and follow-ups.
- Good coordination and time-management skills.
- Experience with CRM/ERP software will be an advantage.
- Prior experience in HVAC, electrical equipment, appliances, or manufacturing will be preferred.
Qualification
Graduate in any discipline. Candidates with relevant customer service experience will be preferred.
Key Performance Indicators (KPIs)
- Customer complaint resolution time.
- Customer satisfaction.
- Complaint closure rate.
- Follow-up and response time.
- Accuracy of service records and reports.
- Effective coordination with internal teams.
Salary: As per experience and company standards.
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
