Back Office Executive – Complaint Management & CRM
Location: Pune
Department: Customer Support & Service
Employment Type: Full-Time
About the Role
We are looking for a proactive and organized Back Office Executive to join our Customer Support team. The ideal candidate will be responsible for receiving customer complaints through phone calls, emails, and internal communications, logging them accurately into the CRM system, and ensuring timely follow-up until closure. This role requires excellent communication skills, attention to detail, and the ability to coordinate with multiple internal departments.
Key Responsibilities
- Receive customer complaints through phone calls, emails, and internal communication.
- Log all complaints accurately in the CRM system with complete details.
- Assign complaints to the concerned service engineers or departments.
- Track the status of all open complaints and maintain updated records.
- Coordinate with internal teams to ensure timely resolution of customer issues.
- Follow up regularly with service engineers and customers until the complaint is successfully closed.
- Escalate pending or overdue complaints to the reporting manager as per the escalation matrix.
- Maintain proper documentation of customer interactions and service updates.
- Prepare daily, weekly, and monthly complaint status reports.
- Ensure compliance with company response time (SLA) and resolution targets.
- Support the Customer Support department in administrative and coordination activities.
Required Skills
- Excellent verbal and written communication skills.
- Good telephone etiquette and customer handling skills.
- Strong follow-up and coordination abilities.
- Basic knowledge of CRM software (experience with any CRM is preferred).
- Proficiency in MS Excel, Word, and Outlook.
- Good organizational and multitasking skills.
- Ability to work under pressure and meet deadlines.
- Positive attitude and customer-focused approach.
Qualification
- Graduate in any discipline.
- 1-3 years of experience in Customer Support, Back Office, Complaint Handling, Service Coordination, or CRM operations.
- Freshers with excellent communication and computer skills may also apply.
Preferred Experience
- Experience in a service industry, engineering company, manufacturing company, or customer support environment.
- Hands-on experience with CRM software and complaint management systems.
What We Offer
- Professional and supportive work environment.
- Opportunity to learn CRM and customer service operations.
- Career growth opportunities within the Customer Support team.
- Competitive salary and employee benefits.
Pay: ₹10,703.99 - ₹31,435.31 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
