Customer Care Executive

Kohler

1 - 3 years

5 - 6 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

blended process voice process email process chat process international voice process international call center us calling customer support bpo voice customer care international process international voice us voice process international calling international bpo

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Handle Inquiries: Answer inbound/outbound customer inquiries via email, voice, chat (and other media) by diagnosing product issues and taking appropriate actions.
Ticket Assignment: Use technology (software like Sales Force, SAP) to assign requests / tickets to the relevant field team for resolution.
Procedure Implementation: Assist in implementing procedures to maximize uptime on email, phone coverage.
Customer Communication: Update customers via phone about the status of their complaints and seek exact impact details to convey to the resolution team.
Complaint Management: Open service calls, follow up with the field team and other internal departments for resolution, and ensure customer complaints are addressed.
Escalation: Escalate unresolved issues according to the escalation matrix and ensure timely resolution.
Technical Understanding: Read and understand technical publications, diagrams, and specification documents.
Upselling: Promote Kohler products and accessories as appropriate.

Preferred candidate profile

Experience in international Voice/Email/Chat prorcess Blended Process
Excellent communication skills
Experience in Customer Service, customer complaints, complaint management

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