Company: IZI

Location: Bhopal, Madhya Pradesh

Work Mode: Full-time, Work from Office

Experience: 3–6 years

About IZI

IZI is an Indian consumer technology brand focused on drones, action cameras, gimbals, microphones and other electronics. We are looking for a hands-on qualified to lead customer support and after-sales service, improve service quality, and build a reliable customer experience across our product portfolio.

Role Overview

You will lead the complete customer support and after-sales function, from pre-sales enquiries and customer complaints to technical troubleshooting, repairs, warranty claims and service-centre coordination.

We are looking for someone who combines strong customer-handling skills with practical technical knowledge of consumer electronics. You should be comfortable managing a team, coordinating with technical and operations teams, and taking ownership of cases until closure.

Key Responsibilities

- Customer Support: Lead customer queries across calls, WhatsApp, email, website chat and support tickets. Ensure timely responses, appropriate resolution and professional communication.
- Technical Troubleshooting: Understand product issues involving drones, cameras, gimbals and electronics; guide first-level troubleshooting and coordinate complex cases with the technical team.
- After-Sales & Repairs: Manage repair requests, service-centre coordination, warranty validation, replacement cases, spare-parts requirements, repair turnaround time and pending service cases.
- Service-Centre Management: Coordinate with existing and new service partners, monitor repair quality and turnaround time, track unresolved cases and ensure proper service documentation.
- Team Management: Allocate work, establish primary and backup coverage, train team members,



monitor performance and ensure consistent customer support throughout the working week.
- Systems & Reporting: Maintain accurate records in Zoho Desk/CRM and other relevant systems. Track response time, resolution time, pending cases, repeat complaints, repair ageing, customer satisfaction and root causes.
- Cross-functional Coordination: Work with Sales, E-commerce, Warehouse, Product and Technical teams to resolve customer issues and reduce recurring complaints.

Requirements

- 3–6 years of experience in customer support, after-sales service, service operations or a related role.
- Practical experience handling technical complaints, product troubleshooting, repairs or service-centre operations.
- Experience in consumer electronics, electronics retail, drones, cameras, appliances, gadgets or similar hardware products is preferred.
- Strong written and verbal communication skills, with a professional and customer-focused approach.
- Ability to manage escalations, prioritise workloads, coordinate across teams and drive cases through to closure.
- Familiarity with CRM/helpdesk tools, spreadsheets and service reporting.
- Graduate in any relevant discipline. An engineering or electronics background is an advantage, but demonstrated technical troubleshooting ability is essential.

What Success Looks Like

- Faster and more consistent customer response and resolution.
- Lower ageing of pending complaints and repair cases.
- Better repair turnaround time and service-centre accountability.
- Fewer repeat complaints through root-cause analysis.
- Improved customer satisfaction, documentation and team productivity.

If you enjoy solving customer problems, understand technology and can take ownership of an entire service operation, we would like to hear from you.

📌 Customer Support & After-Sales Service Manager (Bhopal)
🏢 IZI
📍 Bhopal