Customer Support Representative

We are Vguard, an authorized service partner

Customer Support Telecaller – Roles & Responsibilities1. Customer Handling

• Attend incoming calls from customers regarding product complaints, installation requests, and service enquiries.
• Make outgoing follow-up calls to update customers about service status.
• Understand the customer issue clearly and create accurate complaint/service tickets.

2. Complaint Registration

• Enter customer details correctly in the service CRM / Excel (Name, Address, Contact, Product, Model, Issue).
• Assign complaints to the correct technician based on location and product category.
• Ensure all complaints are registered the same day without delay.

3. Coordination With Technicians

• Communicate customer details to the respective technicians.
• Track the status of each complaint—Pending / Completed / Parts Required.
• Update daily service activity and close tickets after technician confirmation.

4. Customer Updates

• Inform customers about technician visit schedule.
• Call customers after service completion to confirm satisfaction (feedback call).
• Explain service charges, warranty terms, and part replacement procedures when required.

5. Documentation & Reports

• Maintain daily and weekly service reports.
• Keep proper records of pending/closed complaints.
• Update warranty details and invoice details whenever necessary.

6. Professional Communication

• Handle customer issues politely and professionally.
• Escalate major issues to the service manager.
• Maintain service centre standards for communication and behaviour.

7. Service Centre Operations Support

• Coordinate spare parts requests with the storekeeper.
• Ensure technicians maintain service records properly.
• Support walk-in customers with complaint booking.

Job Types: Full-time, Permanent, Fresher

Pay: ₹10,624.25 - ₹15,000.00 per month

Benefits:

• Health insurance
• Life insurance

Work Location: In person