The Customer Service Executive is responsible for ensuring excellent customer experience by handling customer inquiries, complaints, service requests, and post-sales support. The role ensures timely issue resolution, accurate communication, coordination with sales/logistics teams, and maintaining strong customer relationships to support business growth and customer retention within the assigned zone.
A) Key Responsibilities 1. Customer Support & Query Handling
· Handle inbound and outbound customer calls, WhatsApp, emails, and direct queries.
· Provide accurate product, pricing, delivery, warranty, and policy information.
· Ensure professional and courteous communication at all times.
· Coordinate with BDEs/CREs to address field-level customer concerns.
2. Complaint Management
· Log customer complaints and service requests in the system.
· Assign cases to the relevant department (sales/logistics/service) and track closure.
· Follow up until resolution and ensure customer satisfaction.
· Escalate unresolved/critical issues to Zonal Sales Manager.
3. Order & Delivery Coordination
· Coordinate with logistics, warehouse, and accounts for delivery status, billing issues, and pending orders.
· Support customers with order tracking and documentation.
· Assist in replacement/returns as per company policy.
4. Customer Relationship Management
· Build and maintain positive relationships with dealers, distributors, architects, and customers.
· Conduct periodic follow-up with key customers for feedback.
· Support zonal team in client retention and satisfaction initiatives.
5. Data & Reporting
· Maintain records of customer inquiries, complaints, resolutions, and feedback.
· Prepare daily/weekly/monthly service reports.
· Share recurring issue trends with ZSM for corrective action.
· Support ZSM in audits, reviews, and MIS reporting.
B) General Responsibilities
· Ensure adherence to company service SOPs and communication standards.
· Maintain professionalism and uphold the brand image.
· Support ZSM, BDEs and CREs in customer-related coordination.
· Participate in customer engagement initiatives, surveys, and feedback collection.
· Maintain confidentiality of customer and company information.
C) Authority
The Customer Service Executive is authorized:
· To communicate resolutions and commitments to customers within company policy.
· To coordinate with logistics, accounts, and sales for resolving customer cases.
· To escalate issues beyond defined limits to ZSM.
· To suggest service improvement ideas based on recurring issues.
D) Record Management
· Maintain updated customer interaction records.
· Keep complaint logs, closure confirmations, and feedback records.
· Ensure accurate documentation of service cases and resolutions.
Key Performance Indicators (KPIs)
1. Customer Issue Resolution
· Average Resolution Time
· % of Complaints Resolved Within TAT
· First Contact Resolution Rate
2. Customer Satisfaction
· Customer Satisfaction Score (CSAT)
· Repeat Complaint Rate
· Positive Feedback %
3. Data & Reporting
· Reporting Accuracy & Timeliness
· Proper Case Documentation %
4. Support Efficiency
· Coordination Efficiency with Sales & Logistics
· Order Support Accuracy
· Service Escalation Handling Effectiveness
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
