Job Summary
We are looking for a Customer Support & After-Sales Executive who is customer-oriented, responsible, and possesses excellent spoken and written English. The ideal candidate should be able to communicate confidently with customers via phone calls, WhatsApp, email, and e-commerce platforms, providing prompt, professional, and effective support.
The role involves assisting customers with product inquiries, installation guidance, troubleshooting, warranty claims, repairs, replacements, returns, and other after-sales services while ensuring a high level of customer satisfaction.
Key Responsibilities
- Handle customer inquiries through phone calls, WhatsApp, emails, and online marketplaces (Amazon, Flipkart, etc.).
- Provide product information, installation guidance, and usage instructions.
- Troubleshoot basic technical issues and assist customers in resolving product-related problems.
- Manage warranty claims, repairs, replacements, returns, refunds, and missing accessory requests.
- Coordinate with the warehouse, logistics, service center, and technical teams to ensure timely case resolution.
- Follow up with customers until their issues are completely resolved.
- Maintain accurate records of customer interactions, complaints, and resolutions using Excel or internal systems.
- Share user manuals, videos, images, and troubleshooting guides to help customers.
- Escalate complex or technical issues to the appropriate department when required.
- Maintain a professional, polite, and solution-oriented approach while handling customer concerns.
- Identify recurring product issues and report customer feedback to the management team.
- Ensure all customer cases are resolved within the defined turnaround time (TAT).
- Prepare daily reports for pending cases, follow-ups, and completed resolutions.
Required Skills
- Excellent spoken and written English is mandatory.
- Good communication skills in English and Hindi.
- Strong customer service and interpersonal skills.
- Excellent problem-solving and decision-making abilities.
- Ability to handle customer complaints professionally and patiently.
- Good follow-up and coordination skills.
- Comfortable handling multiple customer cases simultaneously.
- Basic knowledge of MS Excel, MS Office, Email, Google Sheets, and WhatsApp Business.
- Ability to quickly understand technical products and explain solutions in simple language.
- Positive attitude with a willingness to learn new products and technologies.
Preferred Qualifications
- Graduate or Diploma holder in any discipline.
- Previous experience in Customer Support, After-Sales Service, Technical Support, Call Center, or E-commerce Support is preferred.
- Experience with consumer electronics, home appliances, dash cameras, automotive accessories, cameras, or smart devices will be an added advantage.
- Freshers with excellent communication skills and a strong willingness to learn are also encouraged to apply.
Working Requirements
- Comfortable handling customer calls throughout the day.
- Confident in managing WhatsApp, email, and marketplace customer communications.
- Ability to work from the office and coordinate with multiple internal departments.
- Maintain daily customer support records and pending case reports.
- Ensure timely follow-ups and complete case closures.
- Maintain professionalism, accuracy, and responsiveness in every customer interaction.
What We Offer
- Comprehensive product and technical training.
- Hands-on experience with leading consumer electronics brands.
- Friendly, supportive, and professional work environment.
- Opportunities for career growth based on performance.
- Skill development in customer service, technical support, and e-commerce operations.
Ideal Candidate
We're looking for someone who:
- Speaks fluent English with confidence.
- Enjoys helping customers and solving problems.
- Has a positive attitude and excellent communication skills.
- Can work independently while coordinating effectively with different teams.
- Is organized, responsible, and committed to delivering outstanding customer service.
Pay: ₹18,000.00 - ₹22,000.00 per month
Benefits:
Work Location: In person
