Espareware Global

ob Summary: We are seeking a dedicated and detail-oriented Customer Support and Operations Executive to join our team. The ideal candidate will be responsible for providing exceptional customer service while also supporting various operational functions, including coordinating home appliance repairs and onboarding new service centers, to enhance efficiency and customer satisfaction. Key ResponsibilitiesCustomer Support: Respond to customer inquiries via phone, email, and chat in a timely and professional manner. Resolve customer complaints and issues effectively, ensuring a positive customer experience. Maintain in-depth knowledge of products and services to provide accurate information to customers. Document all customer interactions and feedback in the CRM system. Operations Support: Assist in the development and implementation of operational processes and procedures. Collaborate with different departments to ensure seamless operations and customer service delivery. Monitor key performance indicators (KPIs) related to customer support and operations. Identify opportunities for process improvements and contribute to operational efficiency. Home Appliance Repair Coordination: Schedule and coordinate home appliance repair appointments with technicians and customers. Communicate repair timelines and updates to customers effectively. Track and manage repair requests to ensure timely resolution and customer satisfaction. Maintain records of repair activities, customer feedback, and follow-up actions. Service Center Onboarding: Support the onboarding of new service centers, ensuring they meet company quality and service standards. Coordinate training and orientation for service center teams regarding operational guidelines. Maintain updated records of service center partnerships and performance. Act as a liaison between service centers and internal teams to ensure smooth workflows. Reporting: Prepare and present reports on customer feedback, support metrics, and operational performance. Analyze data to identify trends and make recommendations for improvement. QualificationsBachelor’s degree in business administration, communications, or a related field (preferred). Proven experience in customer support or operations roles. Strong communication skills, both verbal and written. Excellent problem-solving abilities and attention to detail. Proficiency in using CRM software and Microsoft Office Suite. Familiarity with home appliance repair processes and service center operations is a plus. Ability to work independently and as part of a team in a fast-paced environment. Skills Customer-oriented mindset with a passion for helping others. Strong organizational and multitasking skills. Ability to adapt to changing priorities and work under pressure. Familiarity with data analysis and reporting tools is a plus. Knowledge of service center onboarding and partner management processes.