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 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

📌 Service Executive (Delhi)
🏢 Luxury Personified
📍 Delhi