Attend incoming customer calls professionally and understand the concern, product model, order details and expected support.

- Respond to and manage customer WhatsApp messages, website enquiries and other customer support requests received through

company-approved channels.

- Record customer calls, messages, complaints, actions, assigned staff and follow-up dates accurately in TeleCRM.
- Assign technical complaints to the appropriate technician or available support person and track the case until the customers issue is

resolved.

- Coordinate missing-part cases: confirm the part required, arrange approved spare-part dispatch, update the customer on delivery status,

and confirm receipt and installation.

- Coordinate damaged-part cases: collect relevant photos/videos and details, refer the case for assessment, communicate the approved

replacement process, and follow up on dispatch, delivery and replacement.

- Arrange video-call support for product assembly, troubleshooting, operating instructions and other customer concerns with technicians or

available warehouse/store personnel.

- Arrange product demonstration video calls when customers want to see the product or understand its features before or after purchase.
- Provide basic guidance, using approved instructions, for assembly, charging, operation, remote controls, switches, batteries, chargers

and common ride-on vehicle concerns.

- Keep customers updated on technician callbacks, case progress, spare-part dispatches, deliveries and next steps.
- Escalate unresolved, repeated, urgent or safety-related complaints to the supervisor/management promptly.




- Close a case only after recording the action taken and confirming the outcome with the customer; do not treat assignment or dispatch

alone as resolution.

TeleCRM & Follow-Up Process

- Create or update a complete record for every enquiry or complaint, including the customer’s contact details, product/model, order

information and issue summary.

- Categorise each case, for example: assembly support, product operation, missing part, damaged part, technical issue, spare-part

delivery, product demonstration or general enquiry.

- Assign an owner and next follow-up date for each open case; check pending technician responses and delayed deliveries daily.
- Update the case through the full process: reported assigned guidance/diagnosis part dispatched (if required) delivered

installed/tested customer confirmation closed.

- Maintain a clear record of WhatsApp communications, video-call arrangements, technician feedback and customer confirmation.

Skills & Qualifications

- Clear spoken and written communication, patience and a helpful customer-first attitude.
- Comfortable handling phone calls, WhatsApp conversations, website enquiries and video-call coordination.
- Strong follow-up discipline, organisation, problem-solving and attention to detail.
- Basic computer skills; experience with TeleCRM or another CRM system is an advantage.





GLYDER RETAIL CORP | Wishmaster — Loved By Kids, Trusted By Parents• Ability to coordinate professionally with technicians, warehouse/store teams and logistics partners.

- Basic familiarity with ride-on toys, batteries, chargers and spare parts is an advantage; product training may be provided.
- Prior experience in customer support, e-commerce support or after-sales service is preferred.

Performance Measures (KPIs)

- Accurate and timely logging of customer calls, WhatsApp messages and website enquiries in TeleCRM.
- Prompt assignment of complaints to the correct technician or support team.
- Consistent follow-up on open cases, spare-part dispatches, deliveries and installation confirmation.
- Customer satisfaction and resolution within the company’s service timelines.
- Minimal unattended, overdue or incorrectly closed cases.
- Qualified communication and timely escalation of urgent or safety-related concerns.

Important Expectations

- Take ownership of follow-up rather than simply transferring a call to another person.
- Do not promise a replacement, refund, delivery date or technical fix unless it is approved and verified.
- Follow approved safety guidance. If an electrical, battery or mechanical issue may be unsafe, advise the customer to stop using the

product and escalate to a technician.

- Protect customer contact and order information, and use company-approved systems and communication channels.

Ideal Candidate: A polite, organised and accountable person who can manage multiple customer concerns, coordinate the right

support, and follow every case through to a confirmed outcome.

📌 Customer Support Executive (Bengaluru)
🏢 Glyder Retail
📍 Bengaluru