Customer Care Executive
1 week ago
Role & responsibilities
- Handle Inquiries: Answer inbound/outbound customer inquiries via email, voice, chat (and other media) by diagnosing product issues and taking appropriate actions.
- Ticket Assignment: Use technology (software like Sales Force, SAP) to assign requests / tickets to the relevant field team for resolution.
- Procedure Implementation: Assist in implementing procedures to maximize uptime on email, phone coverage.
- Customer Communication: Update customers via phone about the status of their complaints and seek exact impact details to convey to the resolution team.
- Complaint Management: Open service calls, follow up with the field team and other internal departments for resolution, and ensure customer complaints are addressed.
- Escalation: Escalate unresolved issues according to the escalation matrix and ensure timely resolution.
- Technical Understanding: Read and understand technical publications, diagrams, and specification documents.
- Upselling: Promote Kohler products and accessories as appropriate.
Preferred candidate profile
- Experience in international Voice/Email/Chat prorcess Blended Process
- Excellent communication skills
- Experience in Customer Service, customer complaints, complaint management
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