Job Description

Key Responsibilities (KRAs)

? Receive all new complaints from the Customer Care Team and take ownership from Day 1 until closure.

? Act as the

single point of contact

for complaint ownership throughout its lifecycle.

? Assign technical support from Level 2 (Technical Engineer) if required for resolution.

? Track complaint status, including material availability, payments, spares, approvals, and other dependencies.

? Provide

regular status updates

to customers and update the CRM system or tracking sheets accordingly.

? Ensure

final closure

of complaints in the CRM system.

? Escalate unresolved or SLA-breaching complaints to Manager with a full audit trail if necessary.

? Maintain complete complaint history and updates in the system.

? Update all relevant tracking sheets and maintain accurate data for reporting.

Required Qualifications and Skills

?

Education:

Bachelor's degree or diploma in Electronics Engineering or a related field.

?

Experience:

Minimum 1 year in customer service coordination or complaint management.

? Proficiency in

CRM/ERP systems

and tracking tools (Excel, Google Sheets).

? Strong multitasking abilities, attention to detail, and a

customer-oriented mindset

.

Excellent verbal and written communication skills.

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person