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 professiona

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