Customer Service Assistant

We are looking for a calm, patient, and customer-focused Customer Support & Coordination Executive to handle customer calls, understand and document their requirements/issues, coordinate with internal teams, and ensure timely resolution.

The ideal candidate should have excellent communication skills, be comfortable handling angry or difficult customers, and be capable of maintaining accurate records and Excel sheets.

Key Responsibilities

• Attend incoming customer calls and understand their queries, complaints, and requirements.
• Handle customer complaints professionally and maintain a calm and polite approach, even with difficult or angry customers.
• Collect all necessary information and technical details from customers regarding machines, applications, breakdowns, or service requirements.
• Record customer complaints, requirements, and follow-ups accurately in Excel/CRM systems.
• Maintain and regularly update customer databases, complaint trackers, service records, and follow-up sheets.
• Coordinate with Service, Engineering, Production, Sales, Stores, and other internal teams to resolve customer issues.
• Follow up with respective teams and customers until the issue is properly addressed and closed.
• Communicate updates and expected timelines to customers clearly.
• Escalate critical or unresolved customer issues to the concerned senior/team leader.
• Prepare basic reports related to customer complaints, pending issues, service requests, and follow-ups.
• Ensure proper documentation of customer interactions and resolutions.
• Support the team in improving customer satisfaction and maintaining strong customer relationships.

Required Skills & Qualifications

• Bachelor's degree/Diploma in any relevant field.
• 1–3 years of experience in Customer Support, Customer Service, Service Coordination, Technical Support, or a similar role.
• Good verbal and written communication skills.
• Good working knowledge of MS Excel and MS Office.
• Ability to maintain accurate data and records.
• Strong follow-up and coordination skills.
• Good listening and problem-solving abilities.
• Must be patient, calm, polite, and professional while dealing with customers.
• Ability to handle pressure and difficult/angry customers without losing composure.
• Ability to coordinate effectively with multiple departments.
• Technical understanding of machinery or manufacturing will be an added advantage.

Preferred Candidate Profile

We are looking for someone who is:

• Calm and patient
• Customer-oriented and empathetic
• A good listener
• Confident while speaking with customers
• Organized and detail-oriented
• Good at follow-ups and coordination
• Comfortable working with Excel and maintaining data
• Able to handle multiple customer issues simultaneously
• Responsible for taking ownership of a customer issue until closure

Key Performance Indicators (KPIs)

• Customer complaints handled and resolved within expected timelines
• Accuracy and timely updating of customer/service records
• Effective coordination with internal teams
• Customer satisfaction and communication quality
• Timely follow-up on pending complaints
• Reduction in unresolved/pending customer issues

Pay: ₹10,522.81 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Health insurance
• Provident Fund

Work Location: In person