Duties and ResponsibilitiesPurpose of Job:
To ensure effective customer support and technical service management by providing timely issue resolution, handling customer escalations, coordinating with service teams, maintaining SLA performance, Cost Management and improving customer satisfaction through quality support and communication.

Job Location Based in Mumbai and Handling to Maharashtra, Pune, Goa & Gujrat States.

Key Responsibilities:

• Managing customer complaints and escalations
• Providing technical support to service engineers and Region service executives
• Ensuring SLA compliance and timely call closure
• Coordinating with technical teams for critical issues
• Monitoring service quality and customer satisfaction
• Analysing repeated technical failures and finding root causes
• Supporting engineers in troubleshooting complex problems
• Maintaining proper communication with customers regarding issue status
• Coordinating with spare parts and operations teams for faster resolution
• Preparing service performance reports and escalation updates




• Conducting technical reviews and team guidance sessions
• Reducing repeat calls and improving first-time fix rate
• Escalate case Following up on pending cases until closure
• Supporting vendor onboarding and operational discussions
• Maintaining proper coordination between vendors and internal teams

Client Communication: -
• Handling customer escalations and service-related communication
• Providing timely updates on complaint status and resolution progress
• Coordinating with customers for technical troubleshooting and support
• Managing customer expectations professionally
• Ensuring transparent communication between customers and service teams
• Conducting follow-ups until issue closure
• Maintaining strong customer relationships and satisfaction
• Addressing critical complaints and ensuring proper resolution
• Sharing reports, and action plans with customers
• Supporting customers during major breakdowns or servi

📌 Customer Support Manager (Mumbai)
🏢 KIRT CONSULTING PRIVATE
📍 Mumbai