Job Overview:

Unicorn Denmart Limited is seeking a dedicated and skilled Customer Care Executive for our backend service department.

This role will primarily involve handling calls from dental professionals (Dentists and their assistants) regarding issues,

breakdowns, and installation requests related to the dental medical equipment supplied by the company. The candidate will also be responsible for maintaining and updating detailed records, sharing relevant information with department heads, and ensuring timely resolution of service issues.

Key Responsibilities:

1. Customer Support:

- Attend inbound service calls from Dentists and their assistants regarding equipment issues, breakdowns, and

installation requirements.
- Address customer concerns related to the company's dental medical equipment and ensure accurate

troubleshooting guidance is provided over the phone.
- Provide timely responses to all queries while maintaining a professional and calm demeanor, even when handling

aggressive or frustrated customers.
1. Database Management:

- Log and maintain detailed records of each call in the database for future reference and service history.
- Ensure all entries are accurate, including customer details, nature of the issue, and any actions taken.

1. Internal Coordination:

- Regularly share call logs and relevant entries with the Head of Departments and Area Service Incharge for

necessary follow-up actions.
- Facilitate coordination between service teams to ensure timely action, including assigning personnel for in office

visits or equipment repairs.
1. MIS Reporting:





- Prepare and submit comprehensive MIS reports at the end of each day to the Head of Departments, detailing all

pending and closed calls.
- Highlight cases that require spare parts or escalation to senior engineers for further action.

1. Logistics Coordination:

- Communicate and coordinate with the logistics department to ensure the availability and dispatch of any required

spare parts or new equipment.
- Maintain constant contact with relevant departments to ensure smooth operations and timely delivery of services.

1. Email Communication:

- Send and respond to emails regarding service status, coordination with logistics, and internal updates as needed.

Required Qualifications:

- Education:

Bachelors Degree in any field (required).
- Skills and Experience:
- Strong verbal and written communication skills in English.
- Basic knowledge of computer hardware and software.
- Proficiency in Microsoft Excel for data entry and reporting.
- Experience in handling customer service-related tasks in a calm and professional manner, particularly in stressful

situations.
- Ability to manage and prioritize multiple tasks efficiently.
- Familiarity with email platforms (e.g., Outlook) for correspondence.

Personal Attributes:
- Politeness and patience, particularly when dealing with upset or irritated customers.
- Ability to remain calm under pressure and provide solutions in a composed manner.
- Strong organizational skills to manage daily tasks and reporting requirements.
- Team player with a collaborative mindset, especially when coordinating with other departments.

Job Location:

- Head Office New Delhi, India

Reporting To:
- Assistant General Manager – Service and Logistic

📌 Customer Support Executive (New Delhi)
🏢 Unicorn DenMart
📍 New Delhi