Key Responsibilities:

• Handle customer service calls and inquiries professionally via phone, email, or chat channels.

• Assist customers with troubleshooting product issues and provide accurate solutions.

• Manage service escalation requests and coordinate with internal teams for timely resolution.

• Record and maintain detailed logs of all customer interactions and resolutions in the CRM system.

• Provide clear information on product features, warranty policies, repair status, and service turnaround times.

• Follow standard operating procedures and service protocols while interacting with customers.

• Escalate unresolved or complex issues to higher support levels or technical teams as per escalation matrix.

• Monitor service requests and follow up with customers to ensure resolution satisfaction.

• Collaborate with service centers, field technicians, and support teams for seamless service coordination.

• Meet performance metrics such as customer satisfaction (CSAT), first contact resolution, and turnaround time target

Required Skills & Qualifications:

• Fluent in Hindi and English (spoken) — essential for effective communication with customers.

• Excellent verbal and written communication skills.

• Strong problem-solving and active listening abilities.

• Customer-centric mindset with patience and empathy.

• Basic computer literacy and familiarity with CRM/support ticketing tools.

• Ability to work under pressure while managing multiple tasks.

• Prior experience in customer support, call center, or service desk environments is a plus.