Department: Customer Service / After-Sales Support
Location: Ghaziabad
Experience: 1 to 4 Years
Job Summary: We are seeking a customer-focused after-sales executive to manage post-sales service operations for bath fittings and sanitaryware products. The role involves handling customer complaints, coordinating with service technicians, distributors, and internal teams, and ensuring timely resolution of service issues to maintain high customer satisfaction and brand reputation.
Key Responsibilities:
1. Handle customer complaints and service requests related to bath fittings, faucets, showers, and sanitaryware products.
2. Coordinate with service engineers/technicians for installation, repair, and maintenance visits.
3. Manage and track warranty claims, replacements, and service schedules.
4. Liaise with dealers, distributors, and the sales team for quick resolution of customer issues.
5. Ensure timely closure of complaints within defined TAT/SLA.
6. Maintain accurate records of complaints, service reports, and customer feedback in CRM/Excel.
7.
Follow up with customers post-service to ensure satisfaction and collect feedback.
8. Support spare parts management and coordinate with the warehouse/logistics team.
9. Identify recurring issues and share insights with product and quality teams.
Required Skills: Strong communication and customer handling skills.
Knowledge of after-sales service processes in the manufacturing/consumer durable industry.
Problem-solving and complaint resolution skills.
Coordination skills with multiple stakeholders (dealers, technicians, internal teams).
Basic technical understanding of plumbing/bath fittings products (preferred).
Proficiency in MS Excel and CRM tools.
Qualifications: Graduate in any discipline (preferred: technical or business background).
1 to 4 years of experience in after-sales service/customer support (preferably in the sanitaryware, fittings, or consumer durable industries).