Customer Care Executive

Role & responsibilities

• Attend customer calls/emails and raise service tickets in the CRM system as complaints are lodged through phone or other communication channels.
• Monitor open tickets regularly to ensure timely follow-up and resolution.
• Communicate with customers to understand their issues clearly and escalate the same to the respective OEM or service team for necessary action.
• Coordinate and follow up with OEMs/service partners until the issue is resolved.
• Reconfirm with customers post-service to ensure satisfactory closure.
• Update and close tickets in the CRM system after successful resolution.
• Guide customers with product/system/process-related information over phone or online communication.
• Share customer feedback and lead information with the Sales team wherever applicable.
• Monitor online systems (RMS/portal) to identify inactive or faulty systems and initiate proactive support actions.

Key Skills

Preferred candidate profile

To act as the primary point of contact for customers by managing complaints, service requests, and general inquiries. The role involves handling customer communications, coordinating with OEMs and internal teams for issue resolution, and ensuring prompt ticket closure in the CRM system.

Key Skills & Competencies:

• Excellent communication and customer-handling skills.
• Must be able to speak, read, and write in Marathi (mandatory).
• Good command over English and Hindi.
• Basic understanding of solar systems or technical service processes (preferred).
• Strong coordination and follow-up ability.
• Proficiency in MS Office and CRM applications.
• Problem-solving attitude with attention to detail.

Qualification & Experience:

• Diploma in any discipline (Technical background preferred).
• 13 years of experience in Customer Support / Service Coordination / CRM Handling.
• Freshers with good communication and learning attitude may also apply.