Customer Care Executive

Job Description: Customer Care Executive

Location: Chennai, Tamil Nadu

Company: Viaconnect Innovative Solutions Pvt. Ltd. (Gozerve)

Employment Type: Full-time

About Gozerve

Gozerve is India's leading tech-enabled multi-brand laptop service company, operating across Chennai and Kochi, with expansion plans across South India. We simplify laptop repair and maintenance through an integrated digital platform offering online booking, free pickup and drop, transparent pricing, and real-time service tracking. As we continue to expand our presence in Chennai, we are looking for passionate and customer-focused professionals who can deliver exceptional customer experiences and become the voice of the Gozerve brand.

Position Overview

We are looking for a proactive and empathetic Customer Care Executive to join our Chennai Service Center. The ideal candidate will be the first point of contact for customers, handling inquiries, booking service requests, coordinating with technicians, and ensuring a seamless service experience from pickup to delivery.

This role is ideal for individuals who enjoy interacting with customers, solving problems, and working in a fast-paced startup environment.

Key Responsibilities

• Customer SupportHandle inbound and outbound customer calls, WhatsApp messages, emails, and online inquiries.
• Assist customers with laptop repair bookings, service requests, quotations, and warranty-related queries.
• Explain Gozerve's repair process, pricing, turnaround time, and service policies.
• Register customer requests accurately in the CRM/service management system.
• Follow up with customers regarding repair status, approvals, and delivery updates.
• Resolve customer concerns promptly and escalate technical issues to the appropriate teams when necessary.
• Ensure every customer receives timely, professional, and courteous support.

Service Coordination

• Coordinate with technicians, service advisors, and pickup executives to ensure smooth service delivery.
• Schedule laptop pickups and deliveries efficiently.
• Inform customers about diagnosis results, repair estimates, and completion timelines.
• Ensure all service requests are tracked until successful closure.

Customer Experience

• Maintain regular communication throughout the repair process.
• Conduct post-service follow-ups to collect customer feedback.
• Handle complaints professionally and work towards quick resolution.
• Build long-term customer relationships through excellent service.
• Promote Gozerve's additional services whenever relevant.

CRM & Documentation

• Maintain accurate customer records and service history.
• Update customer interactions and service status in the CRM.
• Record approvals, quotations, invoices, and service notes accurately.
• Generate daily customer service reports and maintain proper documentation.
• Coordinate with finance for payment confirmations and invoice-related queries.
• Support the operations team in achieving service turnaround targets.
• Maintain customer communication logs and service documentation.
• Assist management with customer service reports and operational data.
• Perform other responsibilities assigned by management.

Required Qualifications

• Bachelor's degree in any discipline.
• 1–3 years of experience in Customer Support, Customer Service, Call Centre, BPO, Front Office, or a similar customer-facing role.
• Fresh graduates with excellent communication skills and a passion for customer service are encouraged to apply.
• Basic computer proficiency and familiarity with MS Excel, Google Sheets, and CRM software.
• Excellent communication skills in English and Tamil. Knowledge of Hindi or Malayalam will be an added advantage.
• Strong interpersonal, multitasking, and problem-solving abilities.
• Ability to thrive in a fast-paced startup environment.

Preferred Skills

• Excellent verbal and written communication.
• Strong customer relationship management skills.
• Ability to handle difficult conversations professionally.
• Good coordination and follow-up skills.
• Positive attitude and customer-first mindset.
• High attention to detail and organizational skills.