Customer Care Executive

Kohler Co. is looking for a highly motivated and experienced individual to join our team as an Executive - Customer Care. In this role, you will be responsible for leading our customer care team to deliver exceptional service and support to our valued customers.

Role & responsibilities

• Handle Inquiries: Answer inbound/outbound customer inquiries via email, voice, chat (and other media) by diagnosing product issues and taking appropriate actions.
• Ticket Assignment: Use technology (software like Sales Force, SAP) to assign requests / tickets to the relevant field team for resolution.
• Procedure Implementation: Assist in implementing procedures to maximize uptime on email and phone coverage.
• Escalation: Escalate unresolved issues according to the escalation matrix and ensure timely resolution.
• Technical Understanding: Read and understand technical publications, diagrams, and specification documents.
• Upselling: Promote Kohler products and accessories as appropriate.

Preferred Candidate Profile :

• 12th Pass required. 3 Year Bachelors degree preferred.
• 2+ years of experience working in international customer care team (US, UK preferred).
• Knowledge in support for trouble shooting of products (e.g., plumbing, electronics, whitegoods, durables, equipment etc.) are added benefits
• Proficient in conveying information clearly and persuasively, both verbally and in writing in English.
• Proficient in conveying information clearly and persuasively, verbally in Hindi (writing skill is optional).

Working Conditions:

• This is a full-time role based in our customer service Pune office.
• The includes evenings and weekends working to meet customer demands, as we operate 24/7 with rotational shifts and weekly offs.
• Willingness and ability to work in rotating shifts, including early mornings, late evenings, overnight, weekends, and overtime as needed
• This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned by the supervisor.