Customer Service Representative

3 weeks ago

Bengaluru, India Indkal Technologies Pvt Ltd Full time

Job Title: Customer Care Executive Department: Customer Service Base Location: HSR Layout, Bangalore Work Details & Schedule Work Timings: 9-hour shift between 9 AM – 8 PM (Rotational shifts) Work Days: 7 days working (1 rotational off per week ) Work Mode: Office-based About Indkal Technologies Indkal Technologies is a leading consumer electronics company , operating under Acer and Black & Decker’s trademark licensing agreements in India while also marketing its own brand, Wobble . With a strong Make in India focus, the company is expanding its portfolio to include AI-powered TVs and smartphones (launching in 2025). As part of our customer-first approach , we are hiring Customer Care Executives to ensure a seamless customer support experience . Role Overview The Customer Care Executive will be responsible for handling customer queries, complaints, and support requests through multiple communication channels (calls, emails, chats, and social media ). The role requires strong problem-solving skills, product knowledge, and excellent communication to deliver a superior customer experience. Key Responsibilities Customer Support & Query Handling Handle incoming customer queries via calls, emails, chat, and social media . Provide accurate product information, troubleshooting steps, and resolution for concerns related to smartphones, TVs, and home appliances . Resolve customer complaints efficiently , ensuring high first-call resolution (FCR) . Maintain politeness, professionalism, and empathy in every interaction. Ensure adherence to service SLAs and maintain quality standards . Technical & Warranty Support Assist customers with mobile device issues, software updates, and network troubleshooting . Guide customers on warranty policies, service center locations, and repair procedures . Escalate complex technical issues to the relevant teams and ensure timely resolution. Documentation & Reporting Maintain accurate records of customer interactions in the CRM system. Share daily reports on common queries, issues, and resolutions. Work closely with the Quality & Training teams to improve service efficiency. Qualifications & Skills Experience: 1-3 years in Customer Support/Call Center , preferably in mobility, electronics, or telecom industry . Languages: Must be fluent in English, Hindi, and at least one South Indian language . Technical Skills: Experience in CRM systems, ticketing tools, and MS Office . Knowledge of smartphone troubleshooting, Android/iOS basics, and customer engagement techniques . Soft Skills: Excellent communication and problem-solving abilities. Ability to handle irate customers and resolve issues calmly . Strong listening and multitasking skills.

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