Role & responsibilities

• Handle customer complaints and service requests received at the LFR outlet for TVs, laptops, peripherals, appliances, and other consumer electronics.
• Understand customer concerns, identify the issue, and accurately document complaint details.
• Verify warranty status, purchase invoice, product details, and DOA/replacement eligibility.
• Coordinate with retail outlets and authorized service centres for repair, replacement, installation, and service requests.
• Register complaints through system portal/CRM systems and track cases until closure.
• Follow up with Authorized Service Centres (ASCs) to ensure service requests are resolved within the agreed TAT/SLA.
• Coordinate product pickup/drop and installation activities wherever required.
• Process exchange/replacement requests in accordance with store and brand policies.
• Escalate delayed or unresolved cases to the appropriate regional/area after-sales team or store management.
• Maintain clear communication with customers regarding service status, timelines, delays, and resolution.
• Maintain records of DOA, defective, returned, and pending stock and coordinate its movement back to the respective brand.
• Maintain complaint logs, TAT trackers, pending case reports, and resolution records.
• Coordinate with multiple brands and understand their respective warranty policies, service processes, and escalation matrices.
• Support refund processing where repair or replacement is not feasible, as per company/LFR policy.

Preferred candidate profile

• Graduate in any discipline; candidates from Retail, Customer Service, Consumer Electronics, or related backgrounds will be preferred.
• 0 - 2 years of experience in customer service, after-sales support, retail, LFR, or consumer electronics.
• Freshers with strong communication and customer-handling skills can apply.
• Excellent verbal and written communication skills.
• Good knowledge of MS Excel, email, and basic computer/system handling.
• Ability to work with service portals, CRM systems, and complaint-tracking tools.
• Strong follow-up, coordination, and problem-solving skills.
• Customer-oriented approach with the ability to handle complaints professionally.
• Ability to coordinate with customers, LFR teams, brands, service centres, and internal teams.
• Candidate should be presentable and professional while interacting with customers and retail partners.
• Willingness to learn warranty policies and service processes across multiple brands.
• Proficiency in English and Hindi Language for Pan India Coordination.