Job Description – Customer Support Executive

Department: Customer Support / Service
Designation: Customer Support Executive
Location: Surat
Experience: 1–3 Years
Employment Type: Full-Time
Reporting To: Customer Support / Service Head

Job Summary

We are looking for a Customer Support Executive who will be responsible for managing customer queries and service requests, maintaining the CRM system, coordinating customer calls, and assigning service calls to the appropriate engineers or team members. The candidate will act as a coordination point between customers, service engineers, and internal departments to ensure timely resolution of customer issues.

Key Responsibilities

1. CRM Management

- Manage and regularly update customer information in the CRM.
- Enter and maintain customer complaints, service requests, follow-ups, and call details.
- Ensure all customer interactions and service updates are properly recorded in the CRM.
- Track open, pending, and closed service calls.
- Maintain accurate customer and machine/service history.
- Follow up on pending cases and ensure timely closure.

2. Customer Call Management

- Receive and handle customer calls professionally.
- Understand customer complaints, requirements, and service issues.
- Register customer complaints/service requests in the CRM.
- Provide customers with appropriate information regarding their service requests.
- Follow up with customers regarding the status of their complaints.
- Escalate urgent or unresolved issues to the concerned senior/team.

3. Service Call Assignment

- Assign customer service calls to the appropriate service engineer based on location, availability, expertise, and workload.
- Coordinate with service engineers regarding assigned calls.
- Monitor engineer visit status and ensure calls are attended within the required timeline.
- Update the CRM with engineer allocation, visit status, and service progress.
- Reassign calls when required due to engineer availability or other operational requirements.

4. Follow-Up & Coordination





- Regularly follow up on open and pending customer complaints.
- Coordinate between customers and service engineers for appointment/visit scheduling.
- Track service calls until the issue is resolved and the call is closed.
- Maintain proper records of customer feedback and service status.
- Inform the concerned team about delayed or critical service cases.

5. Reports & MIS

- Prepare daily/weekly reports of:
- Total customer calls received
- Recent service requests
- Calls assigned to engineers
- Open and pending calls
- Closed/resolved calls
- Overdue service calls
- Customer follow-ups
- Maintain accurate CRM data and provide reports to the reporting manager.

Required Skills

- Good communication and customer-handling skills.
- Good knowledge of CRM software.
- Basic to good knowledge of MS Excel.
- Ability to manage multiple customer calls and service requests simultaneously.
- Good coordination and follow-up skills.
- Ability to prioritize urgent customer complaints.
- Good written and verbal English communication.
- Strong problem-solving and organizational skills.
- Ability to coordinate effectively with service engineers and internal teams.

Preferred Experience

- Experience in Customer Support / Customer Service / Service Coordination / CRM Management.
- Experience in handling technical/service calls will be an advantage.
- Experience in assigning and tracking field service engineers will be preferred.

Key Performance Indicators (KPIs)

- Timely registration and assignment of customer calls.
- CRM data accuracy and timely updates.
- Customer response and follow-up time.
- Pending/overdue service calls.
- Call closure and resolution tracking.
- Engineer coordination and utilization.
- Customer satisfaction and complaint handling.
- Accuracy and timeliness of daily/weekly MIS reports.

Educational Qualification

Graduate in any discipline.
Candidates with relevant experience in customer support, service coordination, CRM, or technical support will be preferred.

Working Hours

10:00 AM to 6:00 PM

Salary

As per experience and company standards.

Pay: ₹15,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Customer Service Representative (Surat)
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