Hvac CRM Service Executive

5 days ago

Kodambakkam Chennai Tamil Nadu, India Air Friendly Full time

We are seeking a proactive and customer-focused HVAC CRM & Customer Support Executive to manage client relationships, oversee post-sales support, and ensure a seamless customer experience. This role requires strong communication skills, an understanding of HVAC systems, and proficiency in using CRM tools to manage client interactions, track service requests, and coordinate with internal teams.

**Key ResponsibilitiesCustomer Relationship Management**
- Maintain and update customer information in the CRM system.
- Build strong relationships with clients, ensuring timely follow-ups and regular updates.
- Track project progress, service schedules, and warranty details.
- Identify upselling or cross-selling opportunities and pass them to the sales team.
- Coordinating with Brands/ OEM for Spare supports and Claims.

**Customer Support**
- Log and monitor service requests, ensuring timely resolution in coordination with the service team.
- Assist clients with warranty claims, service contracts, and preventive maintenance schedules.
- Resolve customer complaints effectively, maintaining a high level of satisfaction.

**Coordination & Reporting**
- Liaise with the service, project, and sales teams to ensure smooth communication and execution.
- Track open tickets, escalate urgent issues, and ensure SLAs are met.
- Prepare weekly/monthly reports on customer feedback, complaints, and CRM updates.
- Maintain service history, AMC (Annual Maintenance Contract) records, and client documentation.

**Requirements**:

- **Education**: Diploma/Degree in Mechanical/Electrical Engineering or equivalent; HVAC knowledge preferred.
- **Experience**: 1-3 years in customer service, CRM, or technical support (preferably in the HVAC or MEP industry).
- Proficiency in CRM software (Project Base,Zoho, Salesforce, or similar) and MS Office tools.
- Excellent communication and interpersonal skills.
- Ability to handle multiple tasks and prioritize effectively.
- Problem-solving mindset with a customer-first approach.

**Preferred Skills**
- Knowledge of HVAC systems, components, and terminology.
- Experience in handling AMC/service contracts.
- Basic understanding of project coordination and service workflows.

**Key Performance Indicators (KPIs)**
- Customer satisfaction score (CSAT).
- Service request resolution time.
- CRM data accuracy and update frequency.
- Repeat business or upsell opportunities generated.

Pay: ₹25,000.00 - ₹28,000.00 per month

**Benefits**:

- Cell phone reimbursement

Work Location: In person

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