Customer Service Executive - L2

Reporting to: Team Leader L2 THD

Purpose of the Role:

The objective of this role is deliver exceptional customer service by focusing on service skills and ensure all required operational parameters are met and adhered to. He/she is closely involved in interacting with customers on a day to day basis, clarifying and resolving customer complaints and queries, determining the cause of the problem, providing best resolution.

Role Description

• To provide customer satisfaction on every call
• To ensure closure of the ticket within the prescribed TAT
• To provide speedy resolution
• Willingness to work in rotational Off & rotational Shifts
• To resolves product or service problems by clarifying the customer's complaint
• To ensure support to all Engineers in field, sharing the configuration and responsible for internal technical support and external technical cooperation

Key Result Areas:

This role will drive high performance customer service by ensuring the desired level of productivity, call quality, SME skills, resolution providing skills are as per the organizations required norms. Will be responsible for resolution of Technical complaints.

Education: Diploma/BE in EEE stream

Work Experience

• Minimum of 1 - 3 Years of work experience
• Experience in customer service or call center background is preferred
• Experience in handling technical calls will be preferred
• Strong communication skills
• Good interpersonal skills
• Knowledge of multiple languages like Tamil, Kannada, Telugu, Hindi will be an added advantage.