Department: Customer Service (CRM)
Location: Noida
Reports To: Service Manager / Operations Head

Job Summary
The Service executive is responsible for leading and managing a team of service technicians ensure timely high-quality after-sales service. The role focuses on improving customer satisfaction, resolving escalations, and ensuring compliance with company service standards SOPs.

Key Responsibilities:

Service Operations
- Monitor service calls, turnaround time (TAT), Per call cost, Service Revenue, FOC management, Stock Management etc.
- Ensure proper diagnosis, repair, and closure of service requests
- Coordinate with spare parts, logistics, and warehouse teams to ensure availability
- Ensure service documentation, job cards, and CRM updates are accurate and timely

Customer Experience & Escalation Handling
- Handle customer escalations and critical complaints professionally
- Ensure high customer satisfaction through quality service and communication
- Conduct follow-ups on unresolved or delayed service cases
- Represent the service team in customer interactions when required





Reporting & Analysis
- Prepare daily/weekly/monthly service performance reports (MIS).
- FOC parts Data
- Spare Consumption report
- Revenue generation report

Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)/Net promoter score (NPS).
- Turnaround Time (TAT)
- Call Assign Vs Closer Data.
- First-Time Resolution (FTR)
- Repeat Complaint Ratio
- Per call Cost.
- Team Productivity & Attendance
- Spare Parts Usage & Control
- FOC management.

Required Qualifications & Skills

Education: ITI/ Graduation/Diploma

Experience: 1+ years of experience in after-sales service or field service operations
- Solid leadership and people management skills
- Soft skill.
- Excellent customer handling and communication skills
- Technical troubleshooting knowledge
- Proficiency in service management systems / ERP / CRM
- MS office and other tools.
- Ability to manage escalations and

📌 Customer Support Executive (Noida)
🏢 CUCKOO APPLIANCES
📍 Noida