· Handle Inquiries: Answer inbound/outbound customer inquiries via email, voice, chat (and other media) by diagnosing product issues and taking appropriate actions.

· Ticket Assignment: Use technology (software like Sales Force, SAP) to assign requests / tickets to the relevant field team for resolution.

· Procedure Implementation: Assist in implementing procedures to maximize uptime on email, phone coverage.

· Customer Communication: Update customers via phone about the status of their complaints and seek exact impact details to convey to the resolution team.

· Complaint Management: Open service calls, follow up with the field team and other internal departments for resolution, and ensure customer complaints are addressed.

· Escalation: Escalate unresolved issues according to the escalation matrix and ensure timely resolution.

· Technical Understanding: Read and understand technical publications, diagrams, and specification documents.

📌 Customer Support Executive (Pune)
🏢 Black Cats Hr Consulting Private
📍 Pune