Job Description – Customer Service Representative (CSR)
Position: Customer Service Representative (CSR)
Department: Customer Service / After Sales
Location: New Delhi
Experience: 1–4 Years
Industry: Manufacturing / HVAC / Electrical / Home Appliances
Job Summary
We are looking for a customer-focused Customer Service Representative (CSR) to handle customer queries, complaints, service requests, and after-sales support. The candidate will coordinate with internal teams and service technicians to ensure timely resolution and a positive customer experience.
Key Responsibilities
- Handle customer calls, WhatsApp messages, emails, and service requests.
- Register and maintain customer complaints and service tickets.
- Coordinate with service technicians and AMC/service teams for timely resolution.
- Follow up on pending complaints and ensure proper closure.
- Maintain accurate records of customer interactions and service activities.
- Coordinate with Sales, Service, Warehouse, and Technical teams.
- Provide customers with updates regarding service status, product issues, and resolution timelines.
- Handle warranty and after-sales service-related queries.
- Escalate unresolved or critical customer issues to the concerned senior/team.
- Prepare daily/weekly service reports and maintain MIS records.
- Ensure professional and polite communication with customers.
- Collect customer feedback and identify recurring issues for improvement.
Required Skills
- Good communication and customer-handling skills.
- Basic knowledge of MS Excel and MS Office.
- Good follow-up and coordination skills.
- Problem-solving and complaint-handling ability.
- Ability to work under pressure and manage multiple service requests.
- Knowledge of HVAC, electrical equipment, appliances, or related products will be an advantage.
- Hindi and English communication skills preferred.
Qualification
Graduate / Diploma in any relevant discipline.
Key Competencies
- Customer Service
- Communication Skills
- Coordination & Follow-up
- Complaint Resolution
- Teamwork
- Time Management
- MS Excel / MIS
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
