Customer Support Executive

This is a Customer Support Executive role where your main responsibility will be to handle customer queries, complaints, service requests, and follow-ups.

You will mainly work on two types of cases:

1. Existing Customers: You will receive calls regarding service, repair, or product-related issues. You need to understand the problem properly, maintain the details, coordinate with the technician or concerned team, and follow up until the issue is resolved.
2. New Trial Installations: We install our product on a 7-day trial basis. You will follow up with these customers on the 3rd, 5th, and 7th day to take feedback and check whether they are facing any issues.

If the problem can be solved over the phone, you should guide the customer accordingly. If it is a technical or complex issue, you will collect complete information, coordinate with the senior technician team, arrange a technician visit if required, and keep following up until the problem is closed.

You will also be responsible for maintaining proper customer records, updating follow-up status, coordinating between customers, technicians, and the backend team, and making sure that no complaint or follow-up is missed.

So overall, this role requires good communication, patience, strong follow-up skills, basic computer knowledge, coordination skills, and a customer-friendly approach.