Job Description

Job Title

Service Desk Executive

Department

Customer Service | Service Coordination

Company

DCC Group

Experience

2–6 Years

Location

Andheri (East), Mumbai

About the Role

DCC Group is looking for a proactive and customer-focused Customer Service Executive to manage customer interactions through voice calls, emails, CRM, and ticketing systems. The ideal candidate will be responsible for handling service requests, coordinating with service engineers, maintaining service records, and ensuring timely resolution of customer issues while delivering an excellent customer experience.

Key Responsibilities
- Handle inbound and outbound customer calls regarding service requests, complaints, and product support.
- Respond to customer queries through voice calls, emails, chat, and ticketing systems.
- Register, assign, and track service requests in the CRM/ERP/SAP system.
- Coordinate with service engineers to schedule installations, breakdown visits, preventive maintenance, and service calls.




- Monitor service tickets and ensure timely closure within defined turnaround times (TAT).
- Follow up with customers and internal teams until service requests are successfully resolved.
- Maintain accurate records of customer interactions, complaints, service history, and engineer updates.
- Prepare daily, weekly, and monthly service reports using MS Excel.
- Escalate unresolved or critical customer issues to the concerned department or reporting manager.
- Coordinate with cross-functional teams including Sales, Service, Logistics, and Spare Parts for seamless service execution.
- Ensure adherence to customer service standards and maintain high levels of customer satisfaction.

Required Skills
- Excellent verbal and written communication skills in English.
- Solid customer service and relationship management skills.
- Experience in handling voice, email, chat, and ticketing systems.
- Good knowledge of CRM, ERP, or SAP applications.
- Proficiency in MS Excel,

📌 Service Desk Executive (Mumbai)
🏢 DCC Group
📍 Mumbai