Executive / Sr. Executive – Service Coordination

Department - Service Delivery – At Home

Location - Kirti Nagar, Delhi

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

· 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

· 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