Hello Engineer

Hello Engineer is looking for a responsible and customer-focused Backend Customer Support Executive to manage customer enquiries, service requirements, technician coordination, appointment scheduling, and follow-ups. The candidate will act as a communication link between customers, technicians, and the internal operations team to ensure smooth and timely service delivery.

Handle customer enquiries through phone calls, WhatsApp, and other communication channels.

Understand and record customer requirements for AC, refrigerator, washing machine, oven, fan, and other home appliances.

Create and maintain accurate customer service requests, job details, and appointment records.

Coordinate with technicians and assign service requests based on location, availability, and service requirement.

Confirm customer appointments and provide technicians with the required customer and service details.

Follow up with technicians regarding visit status, diagnosis, repair progress, spare parts, and completion.

Keep customers updated about appointment timing, service status, estimated charges, and completion details.

Coordinate with customers for rescheduling, service follow-ups, pending requirements, and payment updates.

Maintain proper records of new enquiries, converted leads, pending jobs, completed services, cancellations, and follow-ups.

Update daily activities in the CRM, Excel sheets, Google Sheets, or company reporting systems.

Collect customer feedback after service completion and escalate complaints or unresolved issues to the concerned team.

Coordinate internally with the Operations, Technician, Accounts, and Management teams whenever required.

Prepare and submit daily and weekly customer support reports.

Ensure all customer information and service records are maintained accurately and confidentially.

Follow company procedures and maintain professional communication with customers and technicians.