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
Robust 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 pressure situations

Preferred Attributes
Experience in consumer durables / home appliances industry
Prefer Product category in Domestic RO, Air Purifier, Rice cooker
Knowledge of warranty policies and service SOPs
Robust analytical and problem-solving abilities

📌 Customer Support Executive Noida
🏢 CUCKOO APPLIANCES
📍 Noida