Job Title - Executive / Sr. Executive – Service Coordination

Department - Service Delivery – At Home

Location - Mumbai

Job Purpose:

Responsible to manage a Service Center network to thereby provide excellent after-sales service to our customers.

Responsibilities:

Performs end to end coordination with service centers & customers

Regularly updates CRM platform

Prompt in providing updates to customer

Captures customer queries / complaints and provide appropriate solutions and alternatives with the within the timeframe and follow-up to ensure resolution

Handling demanding customers, escalations from management hierarchy.

Co-ordinate effectively & timely with all concerned departments to ensure proper flow of communication.

Ensure effective use of CRM practices, provide accurate, valid and complete information by using the right methods/tools.

Follow communication procedures, guidelines and policies.

Identify and assess customer needs to achieve satisfaction.

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Build sustainable relationships through open and interactive communication with the assigned service Centers

Desired candidate profile:

Should have relevant experience of working in a service center or similar process from consumer durable industry / after sales service industry

Basic technical knowledge of the spare parts and appliances

Aptitude for fast and adaptive learning.

Willing to learn and apply my knowledge to practical situations.

Possess problem-solving techniques and ability to work in groups and independently.

Keeps oneself updated with the company product offerings, processes etc.

Experience: 5+ years

Qualification: Graduate