Customer Service Representative

The Customer Service Representative will be responsible for handling customer interactions, service requests, complaints, product enquiries and follow-ups at the Sony Authorised Service Centre. The role requires providing professional, courteous and timely assistance to customers while ensuring that service centre processes and Sony service standards are followed.

2. Key Responsibilities

Customer Handling

• Welcome and assist customers visiting the service centre.
• Understand customer complaints and service requirements related to Sony products.
• Register service requests and generate Service/Job Sheets accurately.
• Explain the service process, estimated timelines and applicable charges to customers.
• Handle customer complaints professionally and provide appropriate resolutions or escalate them when required.
• Maintain a polite, helpful and customer-friendly attitude at all times.

Service Coordination

• Coordinate with Service Engineers/Technicians for timely diagnosis and repair of products.
• Track the status of customer service jobs from registration to delivery.
• Inform customers about repair status, estimated completion and product readiness.
• Coordinate with customers for product collection/delivery after completion of service.
• Follow up on pending, delayed and repeat service cases.

Documentation & System Updates

• Enter and maintain accurate customer and product information in the service management system.
• Maintain Job Sheets, invoices, estimates and other service-related documents.
• Ensure proper documentation of warranty and non-warranty service cases.
• Maintain records of customer complaints, callbacks and service follow-ups.
• Ensure all data entered into the system is accurate and updated on time.

Customer Communication

• Make outbound calls for service updates, pending approvals, product readiness and customer follow-ups.
• Handle incoming calls related to service enquiries and complaints.
• Explain warranty terms, service charges and repair procedures as per applicable Sony guidelines.
• Conduct customer feedback/happy calls after service completion wherever required.
• Identify customer concerns and escalate critical complaints to the Service Centre Manager.

Payment & Service Coordination

• Inform customers regarding applicable service/repair charges.
• Coordinate with the billing/accounts team for invoice and payment-related matters.
• Ensure that products are released only after completion of required billing/payment formalities.

3. Customer Experience Responsibilities

• Maintain high standards of customer satisfaction.
• Ensure customers receive clear and accurate information.
• Avoid unnecessary delays in responding to customer queries.
• Handle difficult or dissatisfied customers calmly and professionally.
• Work towards achieving service centre targets related to customer satisfaction, response time and service closure.

4. Required Skills

• Good verbal and written communication skills.
• Customer-service-oriented attitude.
• Basic computer knowledge and ability to operate CRM/service management software.
• Good knowledge of MS Office, particularly MS Excel and MS Word.
• Good telephone handling and follow-up skills.
• Ability to maintain accurate records and documentation.
• Problem-solving and complaint-handling ability.
• Ability to work under pressure and manage multiple customers/cases.
• Hindi and English communication skills; knowledge of the local language will be an advantage.

5. Educational Qualification

• Minimum 12th Pass.
• Graduate in any discipline will be preferred.
• Diploma/Certificate in Customer Service, Office Administration or related field will be an advantage.

6. Experience

• 1–3 years of experience in customer service, front office, call centre, consumer electronics, automobile service centre or similar service operations will be preferred.
• Freshers with good communication and computer skills may also be considered.

7. Key Performance Indicators (KPIs)

• Customer satisfaction and feedback score.
• Number of customer complaints resolved.
• Timely registration and closure of service requests.
• Accuracy of customer and service data.
• Follow-up efficiency.
• Call response and communication quality.
• Pending service case reduction.
• Compliance with Sony Authorised Service Centre processes.

8. Behavioural Competencies

• Customer-focused approach.
• Professional and polite behaviour.
• Patience and active listening.
• Good communication and interpersonal skills.
• Teamwork and coordination.
• Ownership and accountability.
• Positive attitude.
• Ability to handle stressful situations.

9. Working Conditions

The employee will work at the Sony India Pvt. Ltd. Authorised Service Centre and may be required to handle customers, telephone calls, computer-based service records and coordination with technicians and management during working hours.

Pay: ₹10,000.00 - ₹20,000.00 per month

Benefits:

• Cell phone reimbursement
• Provident Fund

Work Location: In person