Role & Responsibilities

- Handle customer interactions professionally through Inbound/Outbound Calls, Email and Chat.

- Understand customer queries related to products, warranty, service, installation, replacements and general support and provide accurate resolutions.

- Register and update customer complaints/cases in CRM with complete and accurate information.

- Take ownership of assigned customer cases and ensure timely follow-up and closure within defined TAT.

- Coordinate with Service Coordinators, Service Centres, Technicians and internal teams for faster resolution.

- Maintain professional communication and provide customers with regular updates until final resolution.

- Maintain accurate Daily MIS Reports, call records, complaint status, pending cases and closure data.

- Use Excel for customer data management, tracking, filtering, reporting and follow-ups.

- Escalate ageing or unresolved cases to the concerned team/manager on time.





- Maintain high standards of customer satisfaction, communication quality and data accuracy.

Preferred Candidate Profile

- 13 years of experience in Customer Support / Customer Service / Customer Care.

- Excellent verbal and written communication skills in Hindi & English.

- Positive knowledge of MS Excel, including Filters, Sorting, VLOOKUP/XLOOKUP, Pivot Tables and basic reporting.

- Experience in Calls, Email, Chat, CRM and MIS Reporting preferred.

- Strong customer-handling, listening and problem-solving skills.

- Should be polite, confident, proactive and comfortable handling escalations.

- Strong follow-up skills with an ownership mindset until case closure.

- Experience in Consumer Electronics, Home Appliances, E-commerce or After-Sales Service will be preferred.

📌 Customer Support Executive & Customer Experience & Operations (Delhi)
🏢 EMAGN SOLUTIONS
📍 Delhi