Job Description

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 strong 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 qualified response

📌 Service Executive (India)
🏢 Luxury Personified
📍 India