Customer support Executive - Mumbai

SASE-11-SER-04-CSE-SE-MUM-080-105

Posted 14 hours ago

Department: Sales & Service

Location: Mumbai

Type: Full-time

Overview

Handle inbound and outbound customer support via phone and email, resolving queries related to product installation, usage, troubleshooting, warranty, and services while providing accurate information about Zebronics products and policies. Maintain records in CRM systems, manage warranty/RMA processes, coordinate with service centers and technical teams, escalate complex issues, and ensure timely resolution while maintaining high customer satisfaction.

Required Skills

Hindi Communication, Customer-Service, Time-Management, Problem-Solving

Detailed Description

Key Roles & Responsibilities:

Handle inbound and outbound customer interactions via phone, email
Resolve customer queries related to product installation, usage, troubleshooting, warranty, and services.
Provide accurate information about Zebronics products, features, and service policies.
Log customer interactions and maintain records in CRM/helpdesk systems.
Manage warranty claims and RMA processes as per company guidelines.
Coordinate with service centers, logistics, and technical teams for issue resolution.
Escalate complex or unresolved issues to the concerned department in a timely manner.
Ensure adherence to defined TAT (Turnaround Time) and quality standards.
Maintain high levels of customer satisfaction and service excellence.
Prepare daily/weekly reports on customer issues and feedback trends.

Required Skills & Competencies:

Excellent verbal and written communication skills (English & Hindi; regional language is a plus).
Strong problem-solving and troubleshooting skills.
Basic technical knowledge of consumer electronics, audio devices, and IT peripherals will be an added advantage.
Experience with CRM/helpdesk tools is an added advantage
Ability to handle voice, and Email Support effectively.
Good multitasking and time management abilities.
Customer-centric attitude with strong interpersonal skills.
Proficiency in MS Office (Excel, Word).

Job Code: SASE-11-SER-04-CSE-SE-MUM-080-105

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About Zebronics

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Application Process

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Initial screening
Interview process
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Applications typically reviewed within 5-7 business days.

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