Customer Service Executive

Key Responsibilities :
- Complaint Handling & Resolution
- Act as the single point of contact for assigned customer complaints until final closure.
- Ensure all complaints are logged accurately in Salesforce with complete documentation (invoice, photos, videos, emails).
- Follow up proactively with internal teams (Warehouse, QC, Commercial, Brand, Logistics, Finance) to drive resolution.
- Regularly update customers on status, progress, and next steps until closure.
- Ensure adherence to VISLs 30-day return policy and complaint handling SOP.
- Track and follow up on Credit Notes (CN), Free-of-Cost (FOC) replacements, or warranty-related actions with brands.
- Ensure replacement orders are raised and linked correctly to the complaint where applicable.
- Coordination & Ownership
- Take full ownership of assigned complaints and avoid unnecessary handoffs.
- Clearly identify and tag the responsible department in Salesforce for each complaint.
- Escalate delays or roadblocks to Team Lead / Manager in line with the escalation matrix.




- Work closely with Relationship Managers to ensure alignment and correct customer communication.
- Customer Communication
- Communicate with customers via email, phone, WhatsApp, or ticketing system in a professional and empathetic manner.
- Provide explicit explanations of actions taken, expected timelines, and outcomes.
- Handle customer concerns with patience, empathy, and professionalism, even in high-pressure situations.
- Process & Compliance
- Ensure complaints are closed only after proper resolution, not just system closure.
- Maintain accurate complaint status and notes in Salesforce at all stages.
- Follow defined SLA/TAT for acknowledgment, investigation, and closure.
- Flag repeat issues, process gaps, or policy deviations to the Team Lead.
- Reporting & Continuous Improvement
- Maintain daily tracking of open, aging, and closed complaints.
- Share updates on delayed or high-risk complaints during daily/w

📌 Customer Service Executive (Bhiwandi)
🏢 vashi electricals
📍 Bhiwandi