Customer Support Executive

Key Responsibilities: Customer Interaction & Support: Handle inbound and outbound calls, emails, and messages from customers regarding service complaints, queries, and feedback. Provide timely solutions or guidance on bus air conditioning system issues. Ensure high customer satisfaction by addressing concerns professionally and empathetically. Complaint Handling & Escalation: Log service complaints accurately in the CRM/service management system. Assign and coordinate complaints with the service team/technicians. Follow up with field service teams and ensure timely closure of complaints. Escalate unresolved issues to senior management or technical teams as needed. Service Coordination: Coordinate with technicians, dealers, or service centers for part replacements or onsite repairs. Maintain service schedules and update customers about technician visits or delays. Assist in arranging warranty or AMC (Annual Maintenance Contract) services. Documentation & Reporting: Maintain detailed records of service history, complaint status, and customer feedback. Prepare and share daily, weekly, and monthly service reports. Track and update warranty status and service contract details. Feedback Collection & Analysis: Collect post-service feedback from customers to evaluate service performance. Identify recurring issues or customer concerns for continuous improvement. Technical Knowledge Support: Understand basic functionality and common issues related to bus AC systems (evaporators, compressors, blowers, refrigerants, etc.). Support customers with basic troubleshooting over phone or email.