Job Summary: We are looking for an experienced CRM Executive who will act as the central point of coordination for our service center — managing customers, technicians, and front desk operations. The ideal candidate has prior hands-on experience working in a service center setting (electronics/appliance/mobile repair preferred) and is comfortable handling high-pressure customer situations calmly and professionally.

Key Responsibilities: 1.

Customer

Handling & Issue Resolution ● Serve as the first point of contact for customers visiting or calling regarding handset/appliance issues ● Understand customer complaints accurately and log them in the service system ● Provide clear timelines and updates on repair/service status ● De-escalate tense situations using calm, empathetic communication ● Resolve disputes over pricing, delays, or service quality without escalation where possible ● Know when and how to involve senior management for unresolved conflicts 2.

Service Center

Management ● Oversee day-to-day functioning of the service center floor ● Ensure service quality standards and turnaround times (TAT)



are met ● Maintain records of incoming/outgoing devices, spare parts usage, and job sheets 3.

Technician

Coordination ● Assign and monitor jobs given to technicians based on complexity and urgency ● Track technician performance, pending jobs, and delays ● Coordinate with technicians on parts availability and repair status ● Resolve any operational issues between technicians and front desk 4.

Front Desk Executive

Management ● Supervise front desk staff to ensure smooth check-in/check-out of device 5.

Handset Distribution

Based on Skill Set ● Evaluate incoming handset issues (hardware/software/screen/battery/motherboard etc.) ● Assign devices to the appropriate technician based on their specialization and expertise ● Balance workload across technicians to optimize repair turnaround time ● Maintain a skill matrix of technicians for quick and accurate job allocation

Pay: ₹12,000.00 - ₹19,000.00 per month

Benefits

- Commuter assistance
- Food provided
- Paid sick time
- Paid time off

Work Location: In person

📌 Customer Relationship Executive (Kolkata)
🏢 AZAD ELECTRONICS
📍 Kolkata