Customer Service Executive

Job Summary:

We are looking for an experienced and responsible Pan India Service Head to manage and coordinate our service operations across India. The candidate will be responsible for handling service calls, coordinating with service engineers/service partners, ensuring timely resolution of customer complaints, and maintaining overall service quality.

Key Responsibilities:

• Manage and monitor Pan India service operations for desktops, All-in-One PCs, workstations, monitors and related IT products.
• Coordinate with service engineers and authorized service partners across different locations.
• Receive, assign, track and close customer/service calls within the committed TAT.
• Ensure timely visit and resolution of service complaints.
• Maintain daily records of pending, open, resolved and repeat service calls.
• Follow up with engineers for material requirements, replacement parts and service completion.
• Coordinate with customers regarding service status and resolution.
• Monitor service performance and ensure proper escalation of delayed or critical cases.
• Develop and maintain a strong Pan India service network.
• Identify and onboard reliable service engineers/service agencies in locations where service coverage is required.
• Prepare regular service reports for management.
• Ensure proper documentation of service reports, call closure reports and customer feedback.
• Handle urgent and escalated service issues professionally.
• Coordinate with the Sales, Technical, Dispatch and Accounts teams whenever required.

Required Skills & Experience:

• Experience in Service Management / IT Hardware Service / Field Service Operations.
• Good knowledge of computers, desktops, AIO PCs, workstations and hardware troubleshooting.
• Strong communication and follow-up skills.
• Ability to coordinate with engineers and service partners across India.
• Good knowledge of Excel, email and service-call management.
• Strong problem-solving and team-management abilities.
• Willingness to communicate with customers and service engineers through phone calls on a daily basis.
• Candidates with experience in OEM/IT hardware service operations will be preferred.

Key Performance Indicators (KPIs):

• Service Call Response Time
• Call Resolution TAT
• Pending Call Reduction
• Repeat Call Reduction
• Customer Satisfaction
• Pan India Service Coverage
• Engineer/Service Partner Performance

Candidate Profile:

The ideal candidate should be proactive, responsible and capable of independently managing Pan India service operations through regular calls, follow-ups and coordination with service engineers and customers.