Customer Care Executive
Avant Garde EnterprisesFixed
₹15,000 - ₹25,000
Earning Potential
₹25,000
Fixed
₹15,000 - ₹25,000
Earning Potential
₹25,000
Work from Office
Full Time
Min. 6 months
Basic EnglishJob Description
Job description
Location - Borivali West
CUSTOMER SUPPORT SOP
Avant-Garde Industries
1. Objective
Ensure all customer requests, complaints, and escalations are handled professionally within defined TAT with proper documentation and follow-up.
2. Case Logging (Mandatory)
All cases must be logged through:
Form → Sheet → Bitrix24 Task
No direct handling without entry.
3. Case Types & TAT
Requests (24–48 Hours)
Includes demos, technical help, and on-site visit requests.
Complaints (0–3 Days)
Includes dispatch issues, missing parts, repairs, damaged products, escalations, and Google review complaints.
Technical Issues
Machine troubleshooting and repair coordination with technical team.
Escalations
Angry customers, repeat complaints, and SLA breach cases to be escalated immediately.
ORM / Google Reviews (24–48 Hours)
Identify customer, contact them, and resolve professionally.
4. Responsibilities
CS Team owns every case till closure.
Daily follow-up mandatory.
All updates must be documented in writing.
5. Bitrix24 Requirements
Each task must include:
Issue details
Updates
Images/videos
Resolution
Closure proof
6. SLA / TAT
Requests: 24–48 hrs
Complaints: 0–3 days
On-site arrangement: 24–48 hrs
ORM cases: 24–48 hrs
7. Pre-Dispatch Trial Process
Customer sample mandatory
QC trial video compulsory
Customer approval required before dispatch
If no sample provided, written acknowledgment must be taken
8. Communication Etiquette
Use professional language on calls, WhatsApp, and emails
No short forms or verbal-only communication
Always mention timelines and updates clearly
9. Strict Rules
No case without entry
No missed follow-ups
No closure without customer confirmation
No TAT delay without escalation
10. Monitoring & Reporting
Daily:
Open/closed cases
Pending & overdue cases
Escalations
Weekly:
Complaint trends
Closure rate
Repeat complaints
11. Compliance & Accountability
Non-compliance may lead to:
Verbal warning
Written warning
HR/Management escalation
Performance impact
The assigned case owner will be responsible for any missed or delayed case.
Job role
Job requirements
About company
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The candidate should have studied 12th Pass and people who have 0.5 to 31 years are eligible to apply for this job. You can apply for more jobs in Mumbai to get hired quickly.
The candidate should have Basic English skills and sound communication skills for this job.
Both Male and Female candidates can apply for this job.
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