Customer Service Executive

3 days ago

India Latteys industries ltd. Full time ₹ 2,00,000 - ₹ 6,00,000 per year

FEMALE PREF.

The key responsibilities and qualifications for an after-sales executive at a manufacturing company of pumps may include the following:

Responsibilities:

  1. Responding to customer inquiries and complaints regarding products or services.

  2. Providing technical support and troubleshooting for customers.

  3. Coordinating with other departments to ensure timely delivery of services.

  4. Developing and implementing processes and procedures for handling customer inquiries and complaints.

  5. Generating reports on customer feedback and analyzing data to improve customer service.

Qualifications:

  1. Bachelor's degree in engineering or a related field.

  2. 2-3 years of experience in customer service, technical support or after-sales support.

  3. Excellent verbal and written communication skills.

  4. Strong problem-solving skills and attention to detail.

  5. Ability to work independently and as part of a team.

  6. Proficiency in computer applications such as Microsoft Office and CRM software.

  7. Understanding of technical concepts and ability to explain them to non-technical customers.

  8. Ability to multitask and manage time effectively.

Day-to-day duties may include:

  1. Responding to customer inquiries via phone, email or chat.

  2. Providing technical support to customers for product installation, operation and maintenance.

  3. Coordinating with internal teams such as sales, logistics, and production to ensure timely delivery and service.

  4. Developing and implementing processes and procedures for handling customer inquiries and complaints.

  5. Collaborating with sales and marketing teams to identify new opportunities for customer upselling

  6. Ticket Closing, Service Center Management

Overall, an after-sales executive plays a critical role in ensuring customer satisfaction and maintaining strong relationships with customers. They must have strong communication and technical skills, as well as the ability to manage multiple tasks and work collaboratively with other teams.

The KPIs for an after-sales executive at a manufacturing company of pumps may include the following:

  1. Customer satisfaction score: This measures how satisfied customers are with the service provided by the after-sales team. It can be measured through surveys or feedback forms.

  2. Average resolution time: This measures the average time taken by the after-sales team to resolve customer inquiries or complaints. It can be used to identify areas for improvement and to ensure that the team is meeting customer expectations.

  3. Upsell/cross-sell opportunities: This measures the number of opportunities identified by the after-sales team to sell additional products or services to existing customers. It can indicate the team's ability to build relationships with customers and to identify new revenue streams for the company.

  4. After Sales replacement Ratio

  5. Unauthorized Replacement

SKILLS TO TEST IN TELEPHONIC AND WRITTEN TEST –

VERBAL AND COMMUNICATION SKILLS (CUSTOMER HANDLING,NEGOTIATION)

MS EXCEL (BASIC)

PROBLEM SOLVING AND ATTENTION TO DETAILS (INTERMEDIATE)

MULTITASKING

LEARNABILITY

Overall, the KPIs for an after-sales executive should focus on measuring customer satisfaction, responsiveness, and effectiveness in resolving issues. By tracking these metrics, the company can identify areas for improvement and ensure that the after-sales team is meeting customer expectations

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