Customer Support Executive

JOB DESCRIPTION

Customer Support Executive

Department: Customer Support / Customer Service

Job Type: Full-Time

Location: Natraj

Reporting To: Customer Support Manager / Sales Manager

1. Job Objective

To provide excellent customer service by handling customer queries, complaints, product-related issues, and service requests while ensuring customer satisfaction and maintaining strong relationships with customers, dealers, and distributors.

2. Key Responsibilities

A. Customer Query Management

• Handle incoming customer calls, WhatsApp messages, emails, and other customer enquiries.
• Provide accurate information about products, features, pricing, warranties, and company policies.
• Assist customers with product usage, troubleshooting, and general enquiries.
• Maintain a polite, professional, and helpful approach while interacting with customers.

B. Complaint and Service Management

• Register customer complaints and service requests in the company’s system.
• Coordinate with the technical team and service centres to resolve customer issues promptly.
• Follow up on pending complaints until resolution.
• Ensure customers receive timely updates regarding their complaints and service requests.
• Escalate unresolved or serious complaints to the concerned manager.

C. Dealer and Distributor Support

• Assist dealers and distributors with product-related queries.
• Coordinate with the sales, dispatch, and service departments to resolve dealer issues.
• Provide updates regarding product availability, order status, warranty claims, and service matters.
• Maintain professional relationships with dealers and distributors.

D. Customer Database and Reporting

• Maintain accurate records of customer calls, complaints, service requests, and resolutions.
• Update customer information in the CRM or company database.
• Prepare daily and weekly reports on complaints received, resolved, and pending.
• Identify recurring customer problems and communicate them to management.

E. Customer Satisfaction

• Follow up with customers after complaints have been resolved.
• Collect customer feedback and identify opportunities to improve service quality.
• Ensure all customer interactions reflect the company’s commitment to quality and service.

3. Required Skills and Qualifications

• Graduate or undergraduate with relevant communication and computer skills.
• Good communication skills in Gujarati, Hindi, and basic English.
• Basic knowledge of MS Excel, email, WhatsApp, and computer operations.
• Good telephone etiquette and problem-solving ability.
• Patience, a positive attitude, and the ability to handle difficult customers.
• Strong follow-up skills and attention to detail.
• Previous experience in customer support, telecalling, or service coordination is preferred.

4. Key Performance Indicators (KPIs)

The employee’s performance will be evaluated based on:

1. Call Handling: Timely and professional handling of customer calls.
2. Complaint Resolution: Percentage of complaints resolved within the prescribed timeline.
3. Pending Complaints: Number and age of unresolved customer complaints.
4. Customer Satisfaction: Feedback received from customers after resolution.
5. Follow-Up Discipline: Timely follow-up on open complaints and service requests.
6. Record Maintenance: Accuracy and completeness of customer records.
7. Dealer Support: Responsiveness and effectiveness in resolving dealer-related issues.

5. Personal Attributes

• Customer-oriented and professional.
• Responsible and disciplined.
• Patient when dealing with dissatisfied customers.
• Proactive in following up on unresolved issues.
• Able to coordinate effectively with different departments.
• Committed to protecting the company’s reputation and improving customer satisfaction.

6. Working Conditions

• Full-time position at the company’s office.
• Regular interaction with customers, dealers, distributors, and internal departments.
• Daily reporting and follow-up responsibilities as assigned by management.

Note: The employee is expected to follow company policies, maintain confidentiality of customer information, and perform duties assigned by the reporting manager.