Job Summary

We are looking for an experienced Senior Customer Care Officer to manage customer queries, complaints, service requests, and follow-ups. The candidate will coordinate with service engineers, branches, and internal teams to ensure timely resolution of customer issues and maintain high customer satisfaction.

Key Responsibilities

- Handle customer calls, complaints, service requests, and escalations professionally.

- Register and monitor customer service requests in the CRM/service system.

- Coordinate with service engineers and branches for timely complaint resolution.

- Follow up on pending service calls, spare parts, repairs, installations, and replacements.

- Maintain regular communication with customers regarding service status and expected resolution time.

- Handle escalated customer complaints and ensure appropriate closure.

- Monitor open, pending, and repeat complaints and take corrective action.

- Coordinate with the Service, Technical, Logistics, and Accounts teams when required.

- Maintain accurate customer records, call logs, and service-related reports.

- Prepare daily/weekly/monthly customer care MIS reports.

- Monitor customer feedback and identify recurring issues.

- Ensure adherence to company customer service policies and SLA/TAT requirements.





- Support the Customer Care Manager in improving customer satisfaction and service quality.

- Guide and support junior customer care executives when required.

Required Skills

- Excellent communication and interpersonal skills.

- Robust customer handling and complaint-resolution skills.

- Good follow-up and coordination ability.

- Good knowledge of MS Excel, Word, email, and CRM/service software.

- Ability to handle difficult and escalated customers professionally.

- Strong problem-solving and multitasking skills.

- Good time management and organizational skills.

- Ability to work under pressure and meet service timelines.

Qualification

- Any Graduate / Diploma.

- Minimum 2–5 years of experience in customer care, customer support, service coordination, or service operations.

- Experience in electronics, home appliances, repair & service, or the technical service industry will be preferred.

Key Performance Indicators (KPIs)

- Customer satisfaction score.

- Complaint resolution TAT.

- Pending/open complaint percentage.

- First-call resolution.

- Repeat complaint reduction.

- Customer follow-up and closure efficiency.

- SLA compliance.

- Accuracy and timely submission of MIS reports.

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits

- Provident Fund

Work Location: In person

📌 Sr. Customer Care Officer (Lakshmipuram)
🏢 Run Service Infocare
📍 Lakshmipuram