Customer Support Associate

3 weeks ago


Pune, Maharashtra, India Gravitas Hub Full time
Job Summary:

We are seeking a dynamic Customer Support Associate to play a key role in managing and resolving customer queries and issues related to the sales, delivery of industrial equipment. The ideal candidate will be responsible for providing timely support, ensuring high levels of customer satisfaction, and coordinating with internal teams.

Key Responsibilities:

Customer Service:

  • Act as the primary point of contact for customers regarding inquiries, concerns, and requests.
  • Escalate complex issues to technical support or service teams as needed.

Order Management:

  • Process customer orders, ensuring accuracy and timely delivery.
  • Coordinate with sales, logistics, and service teams to ensure customer requirements are met.
  • Provide regular updates to customers on order status, delivery schedules, and any potential delays.

Service Coordination:

  • Schedule and coordinate maintenance and repair services for equipment.
  • Work closely with the technical support team to resolve service issues.
  • Follow up with customers to ensure service issues have been resolved satisfactorily.

After-Sales Support:

  • Monitor customer satisfaction levels after sales and service activities.
  • Handle warranty claims and service contracts for equipment.
  • Proactively offer solutions for improving equipment performance or suggest upgrades.

Documentation & Reporting:

  • Maintain accurate records of customer interactions, orders, and service requests.
  • Prepare customer reports and summaries for management review.
  • Ensure customer data is kept up to date in the CRM system.

Problem Solving:

  • Analyze customer problems and recommend appropriate solutions.
  • Identify patterns in recurring issues and suggest process improvements to reduce customer complaints.

Collaboration:

  • Liaise with internal teams (sales, logistics, technical support) to resolve customer issues.
  • Work with the product development team to communicate customer feedback and suggestions.

Qualifications:

  • Education: Any Graduate.
  • Experience:
  • At least 1-3 years of experience in customer support, preferably in industrial equipment sales, manufacturing.
  • Experience with CRM systems, order management, and service coordination is an advantage.
  • Skills:
  • Excellent communication skills (both verbal and written).
  • Customer-oriented mindset with a proactive attitude.
Key Competencies:
  • Strong interpersonal and relationship-building skills.
  • Ability to work independently and as part of a team.
  • Detail-oriented with a commitment to high-quality service.
  • Adaptability to changing customer needs and internal processes.
Working Conditions:
  • Full-time position in Pune office (Pimple Saudagar / Moshi)


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