Customer Care Executive

Job Overview:

The Customer Care Executive will be responsible for managing customer interactions, registering and tracking service complaints, coordinating with the service team, maintaining accurate service records, and ensuring timely communication and follow-up with customers.

The role requires strong communication, coordination, customer-handling, and follow-through skills to ensure a high level of customer satisfaction and adherence to defined service processes.

Shift Timings - 12:30pm to 9:30pm

Location - Delhi

Department - Service

Key Responsibilities

Customer Complaint Handling

• Receive and manage customer complaints through calls, email, WhatsApp, Missed Call Facility,and other approved communication channels.
• Understand customer concerns accurately and register complaints in the ERP/servicemanagement system.
• Ensure all mandatory information is captured correctly, including:
• Customer name and contact details
• Equipment/machine details
• Serial number
• Complaint description
• Location and other relevant service information
• Provide the customer with the complaint/reference number after registration.
• Monitor complaints regularly and ensure timely follow-up until resolution.
• Escalate delayed, critical, repeated, or unresolved complaints to the concerned senior/team.
• Maintain proper documentation and records of all customer interactions and service requests.

Customer Communication & Coordination

• Maintain professional, courteous, and customer-focused communication at all times.
• Handle customer queries related to:
• Service visits
• Installation
• Warranty
• AMC/PMS
• Spare parts
• Complaint status
• Engineer visits and service updates
• Coordinate with engineers, ASIs, service managers, and other concerned departments for timely resolution of customer issues.
• Keep customers informed about complaint progress, expected timelines, and service updates.
• Handle dissatisfied or escalated customers professionally and ensure appropriate escalation to the Service Manager/ASI wherever required.
• Give special attention to critical customers, repeat complaints, and completely non-functional machines.
• Conduct
• Happy Calling
• after complaint resolution to collect customer feedback and assess satisfaction.

MIS & Service Reporting

• Prepare and maintain accurate daily, weekly, and monthly MIS reports covering:
• New complaints
• Open complaints
• Closed complaints
• Pending complaints
• Repeat complaints
• Installation status
• Customer feedback
• Escalated complaints
• Other service-related performance indicators as required
• Maintain accurate and updated customer and complaint records in the ERP/service management system.
• Regularly review pending and aging complaints and follow up with the concerned teams.
• Identify major complaint trends, recurring issues, and service gaps and highlight them to the service head.
• Ensure reports are submitted accurately and within the defined timelines.

Customer Feedback & Satisfaction

• Record customer feedback related to:
• Engineer behaviour
• Service delays
• Service quality
• Communication gaps
• Unresolved or repeat issues
• Immediately escalate serious negative feedback and critical customer concerns to the appropriate senior.
• Follow up on negative feedback until appropriate action is taken
• Process Compliance
• Follow all defined Customer Care, Service, and escalation SOPs.
• Ensure every customer complaint is registered correctly and completely in the system.
• Maintain accuracy and confidentiality of customer and service-related information.
• Ensure timely updates are made in the ERP/service system.
• Follow the defined escalation matrix and service processes.
• Maintain proper documentation of customer interactions, complaints, follow-ups, and resolutions.

Required Skills & Competencies

• Excellent verbal and written communication skills in
• Hindi and English
• .
• Strong telephone etiquette and professional customer-handling skills.
• Good listening, understanding, and problem-solving abilities.
• Strong coordination and follow-up skills.
• Basic understanding of service and technical terminology.
• Working knowledge of
• MS Excel, MS Office, ERP, and service management software
• Ability to manage multiple complaints and priorities simultaneously.
• Ability to work effectively under pressure and meet timelines.
• Strong ownership and accountability for assigned complaints.
• Good attention to detail and accuracy in data entry and documentation.
• Positive attitude with a customer-first approach.
• Ability to handle difficult or dissatisfied customers professionally.