Customer Support Executive

Department: Customer Service (CRM)
Location: Noida
Reports To: Service Manager / Operations Head

Job Summary
The Service executive is responsible for leading and managing a team of service technicians ensure timely high-quality after-sales service. The role focuses on improving customer satisfaction, resolving escalations, and ensuring compliance with company service standards SOPs.

Key Responsibilities:

Service Operations

• Monitor service calls, turnaround time (TAT), Per call cost, Service Revenue, FOC management, Stock Management etc.
• Ensure proper diagnosis, repair, and closure of service requests
• Coordinate with spare parts, logistics, and warehouse teams to ensure availability
• Ensure service documentation, job cards, and CRM updates are accurate and timely

Customer Experience & Escalation Handling

• Handle customer escalations and critical complaints professionally
• Ensure high customer satisfaction through quality service and communication
• Conduct follow-ups on unresolved or delayed service cases
• Represent the service team in customer interactions when required

Reporting & Analysis

• Prepare daily/weekly/monthly service performance reports (MIS).
• FOC parts Data
• Spare Consumption report
• Revenue generation report

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)/Net promoter score (NPS).
• Turnaround Time (TAT)
• Call Assign Vs Closer Data.
• First-Time Resolution (FTR)
• Repeat Complaint Ratio
• Per call Cost.
• Team Productivity & Attendance
• Spare Parts Usage & Control
• FOC management.

Required Qualifications & Skills

Education: ITI/ Graduation/Diploma

Experience: 1+ years of experience in after-sales service or field service operations

• Strong leadership and people management skills
• Soft skill.
• Excellent customer handling and communication skills
• Technical troubleshooting knowledge
• Proficiency in service management systems / ERP / CRM
• MS office and other tools.
• Ability to manage escalations and pressure situations

Preferred Attributes

• Experience in consumer durables / home appliances industry
• Prefer Product category in Domestic RO, Air Purifier, Rice cooker
• Knowledge of warranty policies and service SOPs
• Strong analytical and problem-solving abilities