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 professional responses. - Maintain clear, courteous, and solution-oriented communication across all channels. Required Skills & Qualifications - Strong communication skills with the ability to handle customers, dealers, technicians, and internal teams professionally through calls and emails. - Hands-on experience with Zoho CRM, Salesforce, or similar service CRM platforms, including case creation, updating service remarks, tracking status, and closure. - Strong understanding of after-sales service processes, including case management, product pickup/drop, repair, replacement, warranty/DOA handling, credit notes, and escalation workflows. - Robust coordination and follow-up skills to work with service technicians, service centres, dealers, spare-parts,



and logistics teams to ensure timely resolution. - Ability to prioritize and monitor service cases against TAT/SLA, proactively follow up on pending cases, and drive critical cases to closure. - High attention to detail with accurate CRM updates, case documentation, service records, and reporting. - Strong customer-service and problem-solving skills, with the ability to manage multiple cases and handle escalations calmly and professionally. - Graduate in any discipline ; prior experience in after-sales service, customer service, service coordination, technical support, or consumer electronics service operations preferred. Preferred Experience - Experience as a Service Coordinator/SPOC for a consumer electronics, audio, home-appliance, or premium technology brand. - Experience coordinating with dealer networks, authorized service centres, and field/service technicians. - Exposure to premium consumer electronics or audio brands will be an added advantage. - Familiarity with service CRM workflows, including repair, replacement, warranty/DOA, credit-note, escalation, and case-closure processes. Working Conditions - Office/service-centre-based role involving customer/dealer communication, CRM management, service coordination, and case follow-up. - Requires regular coordination with technicians, service centres, dealers, logistics, spare-parts, and internal teams to ensure timely service resolution. - May require managing priority and escalated cases and ensuring closure within defined TAT/SLA.

📌 Service Executive (New Delhi)
🏢 Luxury Personified
📍 New Delhi