Customer Service Executive

ABOUT GOZERVE

Gozerve is India's leading tech-enabled multi-branded laptop service center, operating across Kochi and Chennai with plans to expand to Thrissur and Kottayam. We offer comprehensive laptop repair and maintenance services through an integrated digital platform featuring online booking, free pickup and drop service, and real-time service tracking.

JOB SUMMARY

We are seeking a dynamic and customer-focused Customer Service Executive to join our Kochi team. This role combines service coordination responsibilities with frontline customer support, ensuring seamless service delivery and exceptional customer experience. The ideal candidate will be the primary point of contact for customers, managing service requests, coordinating with technical teams, and maintaining our high standards of customer satisfaction.

KEY RESPONSIBILITIES

Service Coordination

• Coordinate and manage daily service operations and workflow
• Schedule and track pickup and delivery of laptops with field service team
• Assign service jobs to technicians based on expertise and workload
• Monitor service progress and ensure timely completion of repairs
• Update service tracking system in real-time for customer visibility
• Coordinate with inventory team for spare parts availability
• Prepare daily/weekly service reports and performance metrics

Customer Support

• Handle customer inquiries via phone, email, and walk-ins
• Process online and offline service bookings efficiently
• Explain service procedures, pricing, and timelines to customers
• Generate quotations and obtain customer approvals
• Provide regular status updates to customers on repair progress
• Handle customer complaints and escalations professionally
• Collect customer feedback and ensure satisfaction
• Maintain detailed customer service records in CRM system

Administrative Tasks

• Maintain accurate job cards and service documentation
• Process invoices and coordinate with accounts team
• Manage customer database and service history
• Coordinate warranty claims with manufacturers
• Ensure compliance with company policies and quality standards

REQUIRED QUALIFICATIONS

Experience

• 1-3 years of experience in customer service or service coordination
• Experience in laptop/electronics service industry is preferred
• Freshers with excellent communication skills may apply