Key Responsibilities
Conduct post-service customer satisfaction calls and maintain CSAT records.
Handle customer complaints, coordinate resolutions, and ensure timely closure.
Follow up with customers after installation, service, warranty support, complaints, and AMC renewal.
Monitor customer retention, inactive customers, and AMC renewals.
Evaluate technician performance, professionalism, punctuality, communication, and service quality.
Conduct random service quality audits and identify gaps in SOP compliance.
Investigate customer complaints and prepare findings with corrective action recommendations.
Identify recurring complaints, service failures, and operational issues through root cause analysis.
Audit service processes including response delays, missed appointments, job cards, service entries, repeat visits, and unresolved complaints.
Maintain accurate customer feedback, complaint, retention, AMC, and service quality records.
Prepare daily, weekly, and monthly reports on customer satisfaction,



complaints, service quality, technician performance, and improvement areas.
Coordinate closely with the Service Manager, Service Coordinators, and Service Technicians to improve customer experience.
Escalate critical customer issues to management and recommend preventive and corrective actions.

Ideal Candidate
Strong communication and customer-handling skills.
Valuable analytical and problem-solving abilities.
Ability to investigate issues and identify root causes.
Solid follow-up and coordination skills.
Positive documentation and reporting skills.
Experience in customer service, service quality, CRM, or service operations will be an advantage.

Pay: ₹15,000.00 - ₹18,000.00 per month

Perks:
Cell phone reimbursement
Internet reimbursement
Provident Fund

Work Location: In person

📌 Customer Care Executive Vaduthala (India)
🏢 AQUANEETA
📍 India