Job Title: Customer Support Executive – Robotics
Location: Chennai
Experience: 1–3 Years
Employment Type: Full-time
Job Summary
We are looking for a Customer Support Executive to handle customer queries and technical complaints over the phone. The candidate will understand customer issues, create and track service requests, coordinate with technicians/engineers, and ensure timely resolution and customer satisfaction.
The ideal candidate should have excellent communication skills, patience, good coordination abilities, and the ability to understand and explain technical issues in a simple manner.
Key Responsibilities
- Handle incoming customer calls and respond to customer queries professionally.
- Understand and document customer complaints, product issues, and service requirements.
- Ask relevant questions to identify and understand the issue reported by the customer.
- Provide basic troubleshooting guidance to customers wherever possible.
- Coordinate with technicians/field engineers for technical issues requiring on-site or specialized support.
- Assign and communicate service requests to the appropriate technician.
- Follow up with technicians regarding service status and expected resolution timelines.
- Keep customers updated regarding technician visits, service progress, and issue resolution.
- Maintain accurate records of customer complaints, service requests, call details, and resolutions.
- Escalate unresolved or critical customer issues to the concerned technical or management team.
- Follow up with customers after service completion to confirm that the issue has been resolved.
- Coordinate internally with Technical, Service, Production, and Engineering teams whenever required.
- Identify recurring customer complaints and share feedback with the concerned team.
- Maintain a professional and customer-friendly approach during difficult or escalated situations.
- Ensure timely closure of customer complaints and maintain good customer satisfaction.
Requirements
- 1–3 years of experience in Customer Support, Customer Care, Technical Support, Service Coordination, or a similar role.
- Excellent verbal and written communication skills.
- Comfortable handling customers over the phone.
- Good listening and problem-solving skills.
- Ability to understand customer complaints and communicate them clearly to technicians.
- Strong follow-up and coordination skills.
- Basic understanding of technical products, machinery, electronics, robotics, or automation is preferred.
- Basic computer knowledge and familiarity with Excel/Google Sheets.
- Experience using CRM, ticketing, or service management software is an advantage.
- Ability to handle multiple customer complaints and service requests simultaneously.
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
