Customer Support Executive

9 hours ago

Pune, Maharashtra, India Jyoti Home Appliances Pvt Ltd. Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Customer Support Executive

Function: Customer Care / After-Sales

Experience: 1 year in phone-based customer support (home appliances/consumer durables preferred)

Role Summary

Be the first line of help for our customers. You'll answer incoming calls on the Customer Care number, understand issues, resolve what you can on the spot, and coordinate field service through tickets and technicians—ensuring quick, clear, and courteous resolution.

Key Responsibilities

Inbound Call Handling

Answer and log all calls on the Customer Care line within SLA.

Verify customer details, capture product info, warranty status, and symptoms accurately.

Issue Diagnosis & On-Call Resolution

Troubleshoot common issues using guided scripts/knowledge base.

Educate customers on basic checks and safe use; close the case if resolved.

Ticket Creation & Escalation

Create support tickets for unresolved cases with complete diagnostic notes, photos/videos (if shared), and priority tags.

Follow the escalation matrix for safety-critical or repeat issues.

Technician Coordination

Assign tickets to in-house technicians; share job cards, customer availability, and parts notes.

Follow up on tickets until closure; confirm fix and customer satisfaction before marking resolved.

Outstation Service Management

Identify and assign independent service technicians/authorized partners for outstation calls.

Negotiate visit charges per policy, share SOPs, and track completion & documentation.

Customer Communication

Proactively update customers on ETA, parts availability, and next steps via call/SMS/WhatsApp.

Manage difficult conversations with empathy; offer alternatives where needed.

System & Reporting

Maintain CRM/Helpdesk hygiene (disposition codes, notes, attachments).

Publish daily call/ticket dashboards and highlight risks (ageing, repeat calls, parts delays).

Quality & Compliance

Adhere to call scripts, AHT/QA guidelines, and data privacy norms.

Capture VOC themes and suggest process/product improvements.

Qualifications & Skills

Clear communication in Marathi, Hindi, English; strong listening & empathy.

Hands-on with CRM/Helpdesk tools, WhatsApp Business, Google Sheets.

Organized, calm under pressure, and diligent with follow-ups.

Willingness to work rotational shifts/weekends as per roster.

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