The Customer Service Executive is responsible for ensuring excellent customer experience by handling customer inquiries, complaints, service requests, and post-sales support. The role ensures timely issue resolution, accurate communication, coordination with sales/logistics teams, and maintaining strong customer relationships to support business growth and customer retention within the assigned zone.

A) Key Responsibilities 1. Customer Support & Query Handling

· Handle inbound and outbound customer calls, WhatsApp, emails, and direct queries.

· Provide accurate product, pricing, delivery, warranty, and policy information.

· Ensure qualified and courteous communication at all times.

· Coordinate with BDEs/CREs to address field-level customer concerns.

2. Complaint Management

· Log customer complaints and service requests in the system.

· Assign cases to the relevant department (sales/logistics/service) and track closure.

· Follow up until resolution and ensure customer satisfaction.

· Escalate unresolved/critical issues to Zonal Sales Manager.

3. Order & Delivery Coordination

· Coordinate with logistics, warehouse, and accounts for delivery status, billing issues, and pending orders.

· Support customers with order tracking and documentation.

· Assist in replacement/returns as per company policy.

4. Customer Relationship Management

· Build and maintain positive relationships with dealers, distributors, architects, and customers.

· Conduct periodic follow-up with key customers for feedback.

· Support zonal team in client retention and satisfaction initiatives.

5. Data & Reporting

· Maintain records of customer inquiries, complaints, resolutions, and feedback.





· Prepare daily/weekly/monthly service reports.

· Share recurring issue trends with ZSM for corrective action.

· Support ZSM in audits, reviews, and MIS reporting.

B) General Responsibilities

· Ensure adherence to company service SOPs and communication standards.

· Maintain professionalism and uphold the brand image.

· Support ZSM, BDEs and CREs in customer-related coordination.

· Participate in customer engagement initiatives, surveys, and feedback collection.

· Maintain confidentiality of customer and company information.

C) Authority

The Customer Service Executive is authorized:

· To communicate resolutions and commitments to customers within company policy.

· To coordinate with logistics, accounts, and sales for resolving customer cases.

· To escalate issues beyond defined limits to ZSM.

· To suggest service improvement ideas based on recurring issues.

D) Record Management

· Maintain updated customer interaction records.

· Keep complaint logs, closure confirmations, and feedback records.

· Ensure accurate documentation of service cases and resolutions.

Key Performance Indicators (KPIs)

1. Customer Issue Resolution

· Average Resolution Time

· % of Complaints Resolved Within TAT

· First Contact Resolution Rate

2. Customer Satisfaction

· Customer Satisfaction Score (CSAT)

· Repeat Complaint Rate

· Positive Feedback %

3. Data & Reporting

· Reporting Accuracy & Timeliness

· Proper Case Documentation %

4. Support Efficiency

· Coordination Efficiency with Sales & Logistics

· Order Support Accuracy

· Service Escalation Handling Effectiveness

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

- Paid sick time
- Provident Fund

Work Location: In person

📌 Customer Relationship Executive (India)
🏢 LUMIERE FENESTRATION PRIVATE
📍 India