Customer Service Executive

Key Responsibilities:

1. Service Management & Ticket Handling

●     Oversee and manage all service-related issues, ensuring timely resolution.

●     Assign service tickets to the Service Technicians and track their progress.

●     Monitor and analyze service reports to improve response times and efficiency.

2.Client Support & Relationship Management

●     Actively correspond with existing clients to provide necessary support.

●     Maintain high levels of customer satisfaction by addressing concerns promptly.

●     Work closely with the Sales & Projects team to ensure a smooth transition from project completion to after-sales service.

3.Business Development & Profitability

●     Develop strategies to transform the service segment from a cost center to a profit center.

●     Identify opportunities to upsell maintenance contracts and extended warranties.

●     Optimize service costs while maintaining quality and efficiency.

4.Team Leadership & SOP Compliance

●     Ensure the Service Standard Operating Procedures (SOPs) are followed by the entire service team.

●     Train, mentor, and monitor the performance of Service Technicians.

●     Implement best practices to improve efficiency and reduce downtime.

5.Coordination & Cross-Functional Collaboration

●     Interact with the Accounts and Projects Teams to understand the history of each project, including materials supplied, parts used, and any past service interactions.

●     Work closely with the Warehouse and Logistics Teams to ensure the availability of spare parts for service requests.

●     Maintain documentation of service activities and generate reports for management review.