Customer Service Executive
Job Summary
The Customer Service Executive is responsible for providing efficient after-sales support to customers, ensuring service requests, complaints, and product-related issues are handled professionally. This role acts as a key liaison between customers and internal teams to deliver excellent customer satisfaction. The position requires managing service appointments, processing warranty claims, and maintaining accurate service records.
Responsibilities
- Manage customer enquiries and complaints
- Coordinate service appointments
- Process warranty claims and reports
- Maintain interaction logs and records
- Liaise between customers and technical teams
Required Skills
- 1-3 years service experience
- Strong communication skills
- Problem-solving and complaint handling
- Proficiency in Microsoft Office/SAP
- Ability to multitask
Job Details
Key Responsibilities:
- Handle customer enquiries, complaints, and after-sales service requests via phone, email, and messaging platforms.
- Coordinate and schedule service appointments with customers and service technicians.
- Process warranty claims, product replacements, and service reports.
- Follow up on outstanding cases and ensure timely resolution.
- Maintain accurate records of customer interactions, service requests, and complaint logs.
- Liaise with the Sales, Warehouse, and QC & Technical teams regarding product issues and spare parts availability.
- Monitor service performance and provide regular updates to customers.
- Prepare service-related documentation, reports, and monthly summaries.
- Assist in customer satisfaction surveys and service improvement initiatives.
- Ensure compliance with company service standards and procedures.
Requirements:
- Diploma or Bachelor's Degree in Business Administration, Customer Service, or related field.
- Minimum 1–3 years of experience in customer service, after-sales support, or service coordination.
- Experience in sanitaryware, building materials, home improvement products, or related industries is an added advantage.
- Strong communication and interpersonal skills.
- Good problem-solving and complaint-handling abilities.
- Proficient in Microsoft Office and/or SAP applications.
- Ability to multitask and work in a fast-paced environment.
- Customer-oriented with a positive and professional attitude.