Key Responsibilities1. Customer Support & Complaint Handling
- Receive and register customer complaints, service requests, and inquiries.
- Respond to customer concerns through phone calls, emails, WhatsApp, or service portals.
- Ensure timely resolution of complaints as per company service standards.
- Maintain records of all customer interactions and service requests.
2. Service Coordination
- Schedule service visits and assign jobs to service engineers/technicians.
- Coordinate with customers regarding appointment dates and service status.
- Follow up with service teams to ensure completion of assigned tasks.
- Monitor service turnaround time and escalate delays when required.
3. Warranty & AMC Management
- Verify warranty eligibility for service requests.
- Maintain records of warranty claims and service history.
- Coordinate Annual Maintenance Contract (AMC) renewals and service schedules.
- Ensure compliance with warranty and AMC terms.
4. Spare Parts & Material Coordination
- Coordinate with the inventory and procurement teams for spare part availability.
- Track pending spare parts and update customers on delivery timelines.
- Ensure proper documentation of parts issued and replaced.
5. Customer Follow-Up
- Conduct post-service follow-ups to verify customer satisfaction.
- Collect customer feedback and service ratings.
- Address unresolved issues and ensure closure within the defined timeline.
6. Documentation & Reporting
- Maintain accurate service records, job cards, and customer databases.
- Prepare daily, weekly, and monthly service reports.
- Track service performance metrics, pending complaints, and closure rates.
- Update CRM/ERP systems with service-related information.
7. Interdepartmental Coordination
- Coordinate with Sales, Operations, Accounts, and Technical teams to resolve customer concerns.
- Support the sales team with customer service history and feedback.
- Escalate critical issues to management when necessary.
8. Customer Retention & Relationship Management
- Build and maintain positive customer relationships.
- Identify opportunities for service upgrades, AMCs, and repeat business.
- Ensure a high level of customer satisfaction and retention.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Life insurance
- Provident Fund
Work Location: In person
