Role & responsibilities
Handle customer complaints and service requests received at the LFR outlet for TVs, laptops, peripherals, appliances, and other consumer electronics.
Understand customer concerns, identify the issue, and accurately document complaint details.
Verify warranty status, purchase invoice, product details, and DOA/replacement eligibility.
Coordinate with retail outlets and authorized service centres for repair, replacement, installation, and service requests.
Register complaints through system portal/CRM systems and track cases until closure.
Follow up with Authorized Service Centres (ASCs) to ensure service requests are resolved within the agreed TAT/SLA.
Coordinate product pickup/drop and installation activities wherever required.
Process exchange/replacement requests in accordance with store and brand policies.
Escalate delayed or unresolved cases to the appropriate regional/area after-sales team or store management.
Maintain transparent communication with customers regarding service status, timelines, delays, and resolution.




Maintain records of DOA, defective, returned, and pending stock and coordinate its movement back to the respective brand.
Maintain complaint logs, TAT trackers, pending case reports, and resolution records.
Coordinate with multiple brands and understand their respective warranty policies, service processes, and escalation matrices.
Support refund processing where repair or replacement is not feasible, as per company/LFR policy.

Preferred candidate profile
Graduate in any discipline; candidates from Retail, Customer Service, Consumer Electronics, or related backgrounds will be preferred.
02 years of experience in customer service, after-sales support, retail, LFR, or consumer electronics.
Freshers with solid communication and customer-handling skills can apply.
Excellent verbal and written communication skills.
Positive knowledge of MS Excel, email, and basic computer/system handling.
Ability

📌 After Sales Support Executive Chennai
🏢 Zebronics
📍 Chennai