Customer Support Executive

Key Responsibilities

• Handle customer complaints and queries .
• Manage customer interactions through inbound/outbound calls and emails.
• Understand customer concerns and provide accurate information regarding warranty coverage, claims, processes, and resolutions.
• Register and maintain customer complaints and warranty cases in the CRM/system.
• Coordinate with dealers, service centers, warranty teams, technical teams, and other internal departments for issue resolution.
• Follow up regularly on open complaints and warranty cases until closure.
• Provide customers with timely updates on the status of their complaints and warranty requests.
• Handle escalated and difficult customer situations professionally.
• Ensure complaints are resolved within defined TAT/SLA.
• Maintain proper documentation of customer interactions and case history.
• Identify recurring customer issues and highlight them to the concerned department.
• Ensure a high level of customer satisfaction and maintain professional communication at all times.

Required Skills & Competencies

• Excellent English and Hindi communication skills, both verbal and written.
• Proficient in handling voice and email processes.
• Strong customer-handling and complaint-resolution skills.
• Good understanding of customer service and after-sales processes.
• Strong follow-up and coordination abilities.
• Ability to handle irate customers calmly and professionally.
• Good problem-solving and decision-making skills.
• Basic knowledge of MS Office, CRM, and email communication.
• Ability to manage multiple complaints/cases simultaneously.
• Good attention to detail and documentation skills.