Designation: Executive / Sr. Executive - Customer Care / After Sales Service

Location: Ahmedabad Corporate Office

Industry: Bathware / Sanitaryware / Building Materials

Experience: 3 to 7 years of experience in Customer Care, After Sales Service, Customer Support, Service Operations, or a similar role. Experience in Bathware, Sanitaryware, Building Materials, Tiles, Plumbing, or Consumer Durables will be preferred.

Job Profile:

- Handle customer complaints and after-sales service requests received through calls, emails, WhatsApp, CRM, and other channels.
- Register, track, and ensure timely closure of customer complaints as per defined TAT/SLA.
- Coordinate with service technicians, dealers, distributors, sales teams, and regional teams for complaint resolution.
- Schedule and monitor technician/service visits at customer locations.
- Maintain regular follow-up with customers until the complaint is completely resolved.
- Identify the root cause of complaints and coordinate with relevant departments for corrective action.
- Collect customer feedback after service completion and identify opportunities to improve customer experience.




- Prepare regular MIS and reports related to complaints, TAT, service performance, ageing, repeat complaints, and customer satisfaction.
- Analyse recurring complaints and highlight product/service issues to the concerned departments for corrective and preventive action.
- Ensure proper communication and qualified behavior while interacting with customers and channel partners.
- Support the development and improvement of after-sales service processes and SOPs.
- Ensure compliance with company policies, warranty terms, and service guidelines.

Preferred Candidate Profile:

- Experience in handling customer/service operations.
- Experience in managing dealer/distributor/service technician networks.
- Exposure to CRM-based complaint management.
- Strong understanding of service TAT, escalation management, and complaint closure.
- Customer-focused approach with strong ownership and accountability.

Regards,

Mayank Chaubal

Dy. Manager - HR

(phone hidden)

[email protected]

Varmora Granito Limited

📌 Sr. Executive - Customer Care (Ahmedabad)
🏢 VARMORA GRANITO
📍 Ahmedabad