Sr. Customer Service Representative

Overview
Lutron's Gurgaon team is looking for a Senior Customer Service Representative for the Gurugram location. In this role you'll play a key role in delivering exceptional support and creating meaningful experiences for our customers. Through hands-on product training, impactful customer interactions, and collaborative team initiatives, you'll not only elevate the service we provide but also grow your own career. This role offers a pathway to contribute your expertise across our customer-facing teams, driving lasting value and making a real difference every day.

• Interact with customers as the one-stop solution for all their needs from product selection to expedite requests to problem resolution
• Work through the organization as the voice of the customer to prevent and solve issues in a timely manner
• Utilize your creative and "outside of the box" thinking skills to propose solutions to the challenges of our business
• Build a strong knowledge of our innovative products & solutions

Responsibilities
What you're going to do:

• Customer Support Respond to customer inquiries via phone, email or in person. Troubleshoot service issues and offer timely solutions.
• Issue Resolution Handle complaints with empathy and professionalism. Escalate complex issues to appropriate departments when necessary.
• Order and Account Management Assist with placing orders, processing returns or refunds and updating account information. Monitor order status and delivery concerns.
• Product Knowledge Maintain up-to-date knowledge of the company's products, services, and policies. Provide accurate information to help customers make informed decisions.
• Feedback and Reporting Gather and document customer feedback. Report recurring issues to product or operations teams for improvement.
• E-Tools or Online Tools Adoption Use customer relationship management (CRM) tools (e.g., Salesforce, mylutron, myorders, etc.) to improve E-Tools adoption rate. Maintain detailed records of conversations, resolutions, and follow-ups. Actively onboarding new channel partners & regular refresher trainings to ensure customers are trained effectively.
• Customer Experience Improvement Participate in training and development to improve service quality. Contribute ideas to enhance the customer journey and service processes.
• Interact with customers as the one-stop solution for all their needs from product selection to expedite requests to problem resolution
• Work through the organization as the voice of the customer to prevent and solve issues in a timely manner
• Utilize your creative and "outside of the box" thinking skills to propose solutions to the challenges of our business
• Build a strong knowledge of our innovative products & solutions

• Stay aligned to Lutron's culture and values

• Be passionate

• Be flexible and adaptable to changing markets
• Be an innovative thinker
• Be customer focused
• Be ethical

What's Your Impact

• Your passion for excellence will leave each customer with the feeling of exceptional service
• You will be essential to building relationships with new customers as well as retaining existing ones
• You will help to grow and expand our company by promoting customer retention and sales of new products
• You will uphold our position as the industry leader with your impressive communication, product knowledge and problem-solving skills

How You Know You're Qualified

• You enjoy building relationships with others and want to leave them feeling great about their interaction with you
• You have prior customer-facing experience and enjoy helping others through your work, your volunteer efforts or your hobbies
• You are adaptable and resilient and are always up for a challenge
• You are organized with great written and verbal communication skills

Qualifications

• Any graduate or equivalent degree (preferably B.Tech or B.Sc) with a minimum of 60% marks or a CGPA equivalent or higher.
• 2- 4 years of relevant experience in order management, order to cash and operations management
• Prior customer-facing experience is required
• Experience using software tools to manage and respond to customer queries
• Good written and verbal communication skills

Benefits
Lutron Electronics' position as the worldwide leader in innovative lighting control and shading solutions has enabled consistent, annual growth. Our company has cultivated a reputation of unsurpassed quality, a broad range of technologies and product offerings, and a strong commitment to servicing our worldwide customers. This has allowed the company to invest in developing new technologies and services, expand our technical capabilities and global presence, and to find and retain the best talent. Build your career with Lutron where you will enjoy competitive compensation and benefits while exploring many options for continued growth and education. Make a difference every day in our dynamic, people-centric, technology-driven organization. For more information, view our website at

Lutron Electronics is an Equal Opportunity - Affirmative Action - Employer. We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics.