Customer Interaction & Relationship Management

- Serve as the primary point of contact for external customers
- Handle customer inquiries via phone, email, and other communication channels
- Provide accurate information regarding products, services, and processes
- Build and maintain solid customer relationships

Complaint Handling & Resolution

- Log customer complaints and service requests in CRM/ERP systems
- Ensure resolution within defined Turnaround Time (TAT)
- Escalate critical or unresolved cases to higher management
- Follow up with customers to confirm issue closure and satisfaction

Service Coordination

- Coordinate with Sales, Service, Operations, and Accounts teams
- Track service status and proactively update customers
- Ensure commitments made to customers are fulfilled

Order & Documentation Support

- Monitor order status and provide timely updates
- Maintain proper documentation of customer interactions
- Ensure accuracy of customer records in CRM systems

Reporting & Performance Monitoring

- Prepare daily/weekly/monthly MIS reports
- Track KPIs such as response time, resolution time, and customer satisfaction
- Identify recurring issues and suggest improvements

Internal Query Management

- Act as the single point of contact for internal stakeholders
- Handle and resolve queries related to operations,



service support, billing coordination, or system-related concerns
- Ensure timely response and closure within defined TAT
- Maintain proper documentation of internal cases

Issue Tracking & Escalation

- Log and track internal service requests in CRM/ERP systems
- Monitor open cases and follow up with concerned departments
- Escalate unresolved or critical issues to the reporting manager
- Ensure closure confirmation from stakeholders

Cross-Functional Coordination

- Liaise with Sales, Service, Accounts, Operations, and other teams
- Facilitate smooth communication between departments
- Ensure alignment in service delivery and internal commitments

MIS & Reporting

- Prepare daily/weekly/monthly MIS reports
- Track KPIs such as response time, resolution time, and case closure rates
- Analyze recurring issues and suggest process improvements

Process Improvement & Service Excellence

- Identify gaps in internal service processes
- Suggest improvements to enhance efficiency and reduce TAT
- Support implementation of internal service quality initiatives

- Experience in Customer Care / Internal Coordination / Service Operations
- Experience in handling internal stakeholders in a corporate setup preferred

📌 Walk-in || Executive Customer Care (Chennai)
🏢 Multivista Global
📍 Chennai