Customer care

About The Position

Role And Responsibility

• 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.