Job Summary

We are looking for a customer-focused Service Executive to act as the Single Point of Contact (SPOC) for customers and dealers of the respective brand. The ideal candidate will manage end-to-end service communication product pickup/drop, case status updates, credit notes, and replacement/repair status while coordinating closely with service technicians to ensure priority repairs are handled on time. This role requires robust communication skills across email, phone (inbound/outbound), and CRM systems (Zoho).

Key Responsibilities

Customer & Dealer Communication (SPOC)

- Act as the Single Point of Contact (SPOC) for customers and dealers of the respective brand for all service-related communication.
- Keep customers/dealers updated on product pickup and drop schedules and delivery status.
- Communicate case status updates, replacement/repair status, and resolution timelines clearly and

proactively.
- Coordinate and communicate credit note status and processing updates to customers/dealers.
- Handle customer/dealer queries and concerns professionally, ensuring high satisfaction levels.

Case & System Management

- Update product pickup/drop, case status, credit notes, and replacement/repair status accurately and in a timely manner in the CRM system.
- Maintain complete and accurate records of all customer/dealer interactions in Zoho CRM.
- Track open cases end-to-end and ensure timely closure without delays.

Coordination with Technicians

- Coordinate with service technicians for priority and escalated repairs to ensure timely turnaround.
- Follow up with the technical team on repair progress and relay accurate updates to customers/dealers.




- Flag delays or bottlenecks in repair status to the Service Manager for quick resolution.

Calls & Email Handling

- Handle inbound and outbound calls professionally, addressing customer/dealer queries and providing status updates.
- Manage email communication with customers and dealers, ensuring prompt and professional responses.
- Maintain clear, courteous, and solution-oriented communication across all channels.

Required Skills & Qualifications

- Excellent verbal and written communication skills.
- Hands-on experience with inbound/outbound call handling and professional email correspondence.
- Hands-on working knowledge of Zoho CRM (or similar service CRM tools).
- Strong coordination and follow-up skills to work with technicians on priority repairs.
- Good understanding of service processes: pickup/drop, case management, credit notes, and replacement/repair workflows.
- Detail-oriented with accurate case logging and data entry skills.
- Customer-centric attitude with strong problem-solving and multitasking ability.
- Ability to manage escalations calmly and maintain customer/dealer satisfaction.

Qualification

- Graduate in any discipline; prior experience in customer service or service coordination roles preferred.

Preferred Qualifications

- Prior experience as SPOC for a consumer electronics/audio brand or in a service/support-center environment.
- Experience coordinating with dealer networks and service technicians.
- Familiarity with credit note and replacement/repair workflows in a service CRM.

Working Conditions

- Office/service-center based role involving daily calls, emails, and CRM case management.
- May require coordination across service centers and with field technicians during business hours.

📌 Service Executive (New Delhi)
🏢 Luxury Personified
📍 New Delhi