Customer Service Representative

Job Summary:

The Customer Service O􀆯icer will be the primary point of contact for customers seeking support or information about electronic components. The role involves handling inquiries, processing orders, resolving complaints, and ensuring that customers receive timely and effective solutions. A deep understanding of the company’s products and the ability to communicate technical details clearly to customers is essential.

Location

Bengaluru / Delhi

Key Responsibilities:

1. Customer Inquiries & Support:

• Respond to customer inquiries via phone, email, or chat, providing accurate and helpful information about electronic components, availability, pricing, specifications, and order status.
• Guide customers in purchasing decisions based on their needs and requirements.

2. Order Management:

• Process customer orders accurately, ensuring that all product specifications, quantities, and delivery instructions are correct.
• Monitor and follow up on order progress, ensuring timely and efficient delivery.
• Coordinate with regional headquarter, warehouses and logistics to resolve any order-related issues, such as delays or inventory shortages.

3. Issue Resolution & Complaint Handling:

• Address customer complaints professionally and coordinate with key stakeholders to provide customer solutions efficiently.
• Collaborate with the quality and technical teams to investigate product defects or issues, ensuring resolution and customer satisfaction.
• Maintain detailed records of customer interactions, complaints, and resolutions.

4. Sales Support & Upselling:

• Provide support to the sales team by handling customer queries, processing orders, and ensuring seamless communication between customers and the sales team.
• Identify potential upselling opportunities based on customer needs and preferences and update sales team.

5. Customer Relationship Management:

• Build and maintain strong relationships with customers, ensuring high levels of satisfaction and loyalty.
• Conduct customer satisfaction surveys and feedback sessions to improve service offerings.

6. Reporting & Documentation:

• Keep accurate records of customer interactions, transactions, and feedback in the CRM system.
• Generate and submit reports on customer service metrics, including response times, issue resolution rates, and customer feedback.
• Provide feedback to the management team on customer trends, recurring issues, and potential improvements in products or services.

Qualifications

• Min Diploma in Business Administration, or equivalent .
• Min 5 years of experience in customer service, ideally within the electronics, manufacturing, or technology sector.
• Proven experience in troubleshooting and resolving customer issues, both commercial and logistic.
• Experience with customer relationship management (CRM) software.
• Strong communication and interpersonal skills, with the ability to explain complex concepts in a simple and approachable manner.
• Detail-oriented with excellent organizational and time-management skills.

Personal Attributes:

• Patient, empathetic, and able to handle challenging situations with professionalism and a positive attitude.
• Strong problem-solving skills and a proactive approach to resolving issues.
• Team player with the ability to collaborate with colleagues from various departments, including sales, logistics, and technical teams.
• Ability to work under pressure and manage high volumes of customer inquiries.
• Willingness to learn and adapt in a fast-paced, ever-evolving industry