Job Description

Job Overview:

The Customer Service Executive will act as the first point of contact for customers, handling service requests, breakdown complaints, and maintenance coordination for elevators. The role requires strong communication, problem-solving abilities, and an understanding of elevator service operations to ensure seamless customer experiences and high satisfaction.

Key Responsibilities:

1. Customer Interaction & Query Resolution

Handle all incoming calls, emails, and service requests related to breakdowns, maintenance, and complaints. Provide customers with accurate information regarding service schedules, AMC terms, and warranty coverage. Address and resolve customer issues or escalate complex cases to the service team.
2. Service Coordination

Log all complaints and service requests into the system (CRM/ERP) with accurate details. Assign service technicians for breakdown calls and monitor completion timelines. Follow up with the service team to ensure prompt resolution and keep the customer updated.
3. AMC & Contract Support

Track AMC contracts and renewal schedules, sending timely reminders to clients. Assist the sales/service team with AMC proposals and follow-ups.
4. Documentation & Reporting

Maintain a daily log of calls, complaints, and resolutions. Generate weekly/monthly service performance reports. Keep a record of customer feedback and service quality.
5. Customer Relationship Management

Build positive relationships with clients to ensure high levels of customer satisfaction. Conduct courtesy calls post-service completion to ensure service quality and gather feedback.
Key Skills & Competencies:

Communication Skills: Excellent verbal and written English & Hindi communication. Technical Awareness: Basic understanding of elevators, common issues, and service processes. Problem-Solving: Ability to handle irate customers and provide calm, solution-oriented responses. Computer Proficiency: MS Office (Word, Excel), email drafting, and basic CRM tools. Time Management: Ability to prioritize service calls and manage technician schedules efficiently.
Qualifications & Experience:

Graduate in any stream (preferably with a background in customer service or office administration). 2-4 years of experience in a similar role (experience in the elevator/escalator industry is an advantage). English medium schooling preferred for better communication and documentation skills.
Key Performance Indicators (KPIs):

Average response time to service calls. Customer satisfaction ratings (feedback score). Number of escalations resolved without delay. AMC renewal and service follow-up efficiency.
Job Types: Full-time, Permanent

Pay: ?15,000.00 - ?50,000.00 per month

Benefits:

Cell phone reimbursement Provident Fund
Schedule:

Day shift
Supplemental Pay:

Overtime pay Shift allowance
Language:

English (Required) Hindi (Preferred)
Work Location: In person