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 qualified 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.
Solid 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