Responsibilities:

Customer enablement & technical support

- Serve as the primary after-sales touchpoint for the digital category to ZipCare customers, Croma customers, and walk-in customers, delivering technical assistance and customer experience throughout the device lifecycle.

- Perform device setup and configuration, including data transfer, software installation, device optimization, and screen guard installation.

- Perform Level-1 technical diagnostics, resolve software-related issues, conduct device health checks, and facilitate appropriate service support.

- Educate customers on device features, AI capabilities, best practices, and preventive care.

- Register devices for manufacturer warranty, protection plans, and service support while ensuring accurate documentation and a seamless customer experience.

Process, systems & compliance

- Create and manage service requests using the CROMA CRM for ZipCare customers, Croma customers and walk-in customers, while explaining the applicable service process, co-pay terms (where applicable), and documentation requirements (if any).

- Coordinate with internal service teams to facilitate timely service, provide customer updates and escalate unresolved cases as required.

- Maintain service records and adhere to defined SOPs, SLAs, data privacy policies, and compliance requirements.

Store collaboration

- Build solid working relationships with the store teams.

- Represent CROMA and Onsitego professionally and uphold brand and service standards at all times.

After-Sales revenue & conversion

- Support the store team in identifying upselling and cross-selling opportunities by recommending relevant accessories, Zipcare plans, and value-added services based on the customer needs.

- Clearly explain coverage, exclusions and claims processes in simple language.

Service custodian and buyback facilitation





- Own the end-to-end service journey for laptops, smartphones, and tablets by managing device intake, service registration, documentation, repair coordination, customer communication, and final handover.

- Coordinate with relevant service teams to ensure timely service resolution.

- Facilitate device buyback by performing eligibility checks, diagnostics, grading, and customer guidance in accordance with defined processes.

Desired candidate profile:

- Minimum 3 years of experience in retail, customer service or technical support roles.

- Hands-on knowledge of Apple, Windows, and Android devices, with the ability to configure, diagnose and perform Level-1 troubleshooting across smartphones, tablets, laptops, and related peripherals.

- Strong interpersonal and communication skills with the ability to confidently engage customers in English and the local language.

- Basic proficiency in using CRM systems and AI-enabled applications.

- Ability to identify customer needs and support consultative selling of after-sales products and services.

- Disciplined, process-oriented, with strong follow-up and documentation skills.

Qualification

- HSC pass (Diploma, ITI, or Graduate in computer science, information technology, electronics, or a related field preferred but not mandatory).

- Relevant experience in consumer electronics retail, technical support, or after-sales service will be preferred.

- Preferred certifications: Basic hardware & networking / IT Support certifications, Apple device support, Microsoft windows Support, Android device support training or equivalent technical certifications.

Key Success Metrics (What this role is measured on)

- Customer satisfaction (CSAT) / Net promoter score (NPS) at the store level.

- Warranty / care plan attachment rate on assisted customers.

- Store partner feedback and collaboration score.

📌 Technical Sales Executive (Mumbai Suburban)
🏢 Qdigi services
📍 Mumbai Suburban