JOB DESCRIPTION

Customer Support Executive

Department: Customer Support / Customer Service

Job Type: Full-Time

Location: Natraj

Reporting To: Customer Support Manager / Sales Manager

1. Job Objective

To provide excellent customer service by handling customer queries, complaints, product-related issues, and service requests while ensuring customer satisfaction and maintaining strong relationships with customers, dealers, and distributors.

2. Key Responsibilities

A. Customer Query Management

- Handle incoming customer calls, WhatsApp messages, emails, and other customer enquiries.
- Provide accurate information about products, features, pricing, warranties, and company policies.
- Assist customers with product usage, troubleshooting, and general enquiries.
- Maintain a polite, professional, and helpful approach while interacting with customers.

B. Complaint and Service Management

- Register customer complaints and service requests in the company’s system.
- Coordinate with the technical team and service centres to resolve customer issues promptly.
- Follow up on pending complaints until resolution.
- Ensure customers receive timely updates regarding their complaints and service requests.
- Escalate unresolved or serious complaints to the concerned manager.

C. Dealer and Distributor Support

- Assist dealers and distributors with product-related queries.
- Coordinate with the sales, dispatch, and service departments to resolve dealer issues.
- Provide updates regarding product availability, order status, warranty claims, and service matters.
- Maintain professional relationships with dealers and distributors.

D. Customer Database and Reporting

- Maintain accurate records of customer calls, complaints, service requests, and resolutions.
- Update customer information in the CRM or company database.
- Prepare daily and weekly reports on complaints received, resolved, and pending.
- Identify recurring customer problems and communicate them to management.

E. Customer Satisfaction

- Follow up with customers after complaints have been resolved.




- Collect customer feedback and identify opportunities to improve service quality.
- Ensure all customer interactions reflect the company’s commitment to quality and service.

3. Required Skills and Qualifications

- Graduate or undergraduate with relevant communication and computer skills.
- Good communication skills in Gujarati, Hindi, and basic English.
- Basic knowledge of MS Excel, email, WhatsApp, and computer operations.
- Good telephone etiquette and problem-solving ability.
- Patience, a positive attitude, and the ability to handle difficult customers.
- Strong follow-up skills and attention to detail.
- Previous experience in customer support, telecalling, or service coordination is preferred.

4. Key Performance Indicators (KPIs)

The employee’s performance will be evaluated based on:

1. Call Handling: Timely and professional handling of customer calls.
2. Complaint Resolution: Percentage of complaints resolved within the prescribed timeline.
3. Pending Complaints: Number and age of unresolved customer complaints.
4. Customer Satisfaction: Feedback received from customers after resolution.
5. Follow-Up Discipline: Timely follow-up on open complaints and service requests.
6. Record Maintenance: Accuracy and completeness of customer records.
7. Dealer Support: Responsiveness and effectiveness in resolving dealer-related issues.

5. Personal Attributes

- Customer-oriented and professional.
- Responsible and disciplined.
- Patient when dealing with dissatisfied customers.
- Proactive in following up on unresolved issues.
- Able to coordinate effectively with different departments.
- Committed to protecting the company’s reputation and improving customer satisfaction.

6. Working Conditions

- Full time position at the company’s office.
- Regular interaction with customers, dealers, distributors, and internal departments.
- Daily reporting and follow-up responsibilities as assigned by management.

Note: The employee is expected to follow company policies, maintain confidentiality of customer information, and perform duties assigned by the reporting manager.

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