Customer Support Executive

The Grievance Executive in the After-Sales Department is responsible for managing and resolving customer complaints, service issues, and feedback related to watch repairs, warranties, and post-purchase support. The role ensures that all grievances are addressed promptly, professionally, and in line with company policies and quality standards, while maintaining a high level of customer satisfaction. The executive coordinates with service teams, and management to provide effective solutions, track recurring issues, and suggest process improvements to enhance after-sales service quality.

KEY RESPONSIBILITIES: - 

• Receive and log customer complaints and service issues through calls, emails, or in-person interactions
• Investigate grievances related to watch repairs, warranty claims, product defects, delivery delays, or service quality.
• Coordinate with Quality checking Department and technicians, to ensure timely resolution of complaints.
• Track and monitor complaint status, ensuring follow-up until closure and documenting outcomes.
• Ensure all grievance handling complies with company policies, service standards, and statutory requirements.
• Communicate clearly and professionally with customers and internal teams, maintaining a high level of customer satisfaction.
• Analyse complaint trends and prepare reports or MIS dashboards for senior management.
• Act as a liaison between customers and internal teams to prevent escalations and enhance service experience.

KEY SKILLS & COMPETENCIES: -

• Candidate should be proficient in English, Hindi, and Gujarati
• Excellent verbal and written communication to interact effectively with customers and internal teams.
• Strong focus on customer satisfaction and service excellence.
• Identify the root cause of issues and recommend practical solutions.
• Prepare MIS reports, dashboards, and trend analysis for management review.
• Basic understanding of watch components, repair processes, and warranty policies

QUALIFICATION & EXPERIENCE: -

• Candidate has Passed Bachelors in any Programme
• Freshers or with 0-2 years of customer support or sales
• Candidate with experience will get first preference