Executive - Technical Support

1 week ago

Vikhroli Mumbai Maharashtra, India Atomberg technologies Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Job Description

Job Title: B2B Customer Complaints & Resolutions Executive – Home Appliances

Department: Customer Service / After-Sales Operations

Location: Mumbai (Vikhroli)

Employment Type: Full-Time

Job Summary:

We are looking for a detail-oriented and customer-focused B2B Customer Complaints & Resolutions Executive to manage and resolve complaints from our business clients across our range of home appliances, including BLDC fans, water purifiers, and kitchen appliances. The ideal candidate will act as a bridge between clients, service teams, and internal departments to ensure timely, effective, and professional resolution of issues—strengthening long-term client relationships and maintaining brand reputation.

Key Responsibilities:

  • Handle all B2B complaints related to products such as BLDC fans, water purifiers, chimneys, cooktops, and other kitchen/home appliances.
  • Serve as the single point of contact for B2B clients (dealers, distributors, OEM clients, institutional buyers) for complaint resolution.
  • Log and track all complaints in the CRM or complaint management system with complete documentation.
  • Diagnose and understand technical product issues and coordinate with the service, technical, or quality assurance teams for resolution.
  • Ensure complaints are resolved within agreed SLAs, with constant follow-up and status updates to clients.
  • Coordinate field visits for product inspection or service, when needed, by scheduling technicians or service partners.
  • Identify root causes of recurring issues and recommend preventive actions or design improvements to relevant teams.
  • Maintain complaint dashboards, reports, and client-specific resolution histories for internal use and audits.
  • Provide feedback to product and operations teams to improve product reliability and customer satisfaction.
  • Escalate critical or high-priority complaints to senior management promptly, with recommended action plans.
  • Ensure service and complaint handling standards align with company policies and industry best practices.

Qualifications:

  • Bachelor's degree in engineering, Electronics, Business Administration, or a related field.
  • 2–4 years of experience in customer service, complaints handling, or after-sales operations, preferably in the home appliances or consumer durables industry.
  • Strong technical understanding of home appliance products (BLDC motor-based products, RO water purifiers, kitchen appliances, etc.).
  • Experience in managing B2B clients such as dealers, institutional customers, or distributors.
  • Familiarity with CRM and complaint logging systems (e.g., Zoho, Salesforce, Freshdesk).
  • Excellent communication skills (written and verbal), with a calm and professional tone.
  • Problem-solving mindset and ability to handle pressure during escalations.

Key Skills & Competencies:

  • Product knowledge (appliances, motors, electronics)
  • Customer empathy and conflict resolution
  • Cross-functional coordination
  • Complaint tracking and root cause analysis
  • Attention to detail and documentation
  • Time and SLA management
  • Data reporting and trend analysis

Why Join Us?

  • Work with a growing brand in the home appliances sector
  • Opportunity to lead change in customer satisfaction and service innovation
  • Collaborative and performance-driven work culture
  • Competitive salary and benefits package

Job Snapshot

Updated Date

Job ID

JB1680

Department

Customer Experience

Location

Vikhroli, Maharashtra, India

Experience

2 - 4 Years

Employee Type

Permanent

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