Customer Service Officer

Job Overview:

The Customer Service Executive will act as the first point of contact for customers, handling service requests, breakdown complaints, and maintenance coordination for elevators. The role requires strong communication, problem-solving abilities, and an understanding of elevator service operations to ensure seamless customer experiences and high satisfaction.

Key Responsibilities:

1. Customer Interaction & Query Resolution

• Handle all incoming calls, emails, and service requests related to breakdowns, maintenance, and complaints.
• Provide customers with accurate information regarding service schedules, AMC terms, and warranty coverage.
• Address and resolve customer issues or escalate complex cases to the service team.

2. Service Coordination

• Log all complaints and service requests into the system (CRM/ERP) with accurate details.
• Assign service technicians for breakdown calls and monitor completion timelines.
• Follow up with the service team to ensure prompt resolution and keep the customer updated.

3. AMC & Contract Support

• Track AMC contracts and renewal schedules, sending timely reminders to clients.
• Assist the sales/service team with AMC proposals and follow-ups.

4. Documentation & Reporting

• Maintain a daily log of calls, complaints, and resolutions.
• Generate weekly/monthly service performance reports.
• Keep a record of customer feedback and service quality.

5. Customer Relationship Management

• Build positive relationships with clients to ensure high levels of customer satisfaction.
• Conduct courtesy calls post-service completion to ensure service quality and gather feedback.

Key Skills & Competencies:

• Communication Skills: Excellent verbal and written English & Hindi communication.
• Technical Awareness: Basic understanding of elevators, common issues, and service processes.
• Problem-Solving: Ability to handle irate customers and provide calm, solution-oriented responses.
• Computer Proficiency: MS Office (Word, Excel), email drafting, and basic CRM tools.
• Time Management: Ability to prioritize service calls and manage technician schedules efficiently.

Qualifications & Experience:

• Graduate in any stream (preferably with a background in customer service or office administration).
• 2-4 years of experience in a similar role (experience in the elevator/escalator industry is an advantage).
• English medium schooling preferred for better communication and documentation skills.

Key Performance Indicators (KPIs):

• Average response time to service calls.
• Customer satisfaction ratings (feedback score).
• Number of escalations resolved without delay.
• AMC renewal and service follow-up efficiency.

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹50,000.00 per month

Benefits:

• Cell phone reimbursement
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Overtime pay
• Shift allowance

Language:

• English (Required)
• Hindi (Preferred)

Work Location: In person