Senior Executive - After Sales Customer Support
Job Description
Customer Experience & Escalation Management\nManage customer service requests, complaints, and after-sales support queries.\nEnsure timely response and resolution of service tickets as per defined SLAs.\nHandle customer escalations professionally and coordinate with relevant teams for resolution.\nMaintain regular communication with customers regarding service updates.\nIdentify recurring customer issues and share feedback with internal teams for improvement.\n2. Technical & Service Operations\nCoordinate installation, demonstration, repair, and preventive maintenance activities.\nWork closely with field technicians and service partners to ensure service quality.\nTrack spare parts requirements and coordinate with the warehouse team for timely dispatch.\nMaintain service records, installation reports, and warranty documentation.\n3. Warranty, AMC & Service Programs\nProcess warranty claims and ensure timely closure.\nSupport AMC/CAMC renewal activities through customer follow-ups.\nMaintain records of warranty and AMC expirations and drive renewal opportunities.\n4.
Reporting & Process Excellence\nTrack service-related KPIs such as ticket closure time, customer satisfaction, and repeat complaints.\nUpdate CRM and service management systems regularly.\nAssist in creating and maintaining SOPs and service documentation.\nPrepare periodic service reports and performance updates.\n\nRequired Skills & Qualifications\nGraduate in Engineering, Operations, Business Administration, or a related field.\n2–5 years of experience in After-Sales Service, Customer Support, Service Operations, or Customer Experience.\nExperience in Mobility, Consumer Durables, Medical Devices, Electronics, or similar industries preferred.\nFamiliarity with CRM and ticketing tools such as Gorgias, Freshdesk, Uniware, or similar platforms.\nStrong communication, coordination, and problem-solving skills.\nCustomer-focused approach with attention to detail.\n\nPreferred Attributes\nCustomer-first mindset.\nStrong interpersonal and relationship-management skills.\nAbility to manage multiple service requests simultaneously.\nBasic technical understanding of product servicing and troubleshooting.\nProactive and ownership-driven attitude.\n\nKey Performance Indicators (KPIs)\nSLA Adherence (Response & Resolution Time)\nCustomer Satisfaction (CSAT)\nFirst-Time Resolution Rate\nRepeat Complaint Rate\nAMC/CAMC Renewal Rate\nService Ticket Closure Rate\n\nThis role is ideal for individuals who are passionate about customer service, possess excellent communication skills, and can efficiently manage multiple tasks in a dynamic environment.\n\nInterested candidates can share their resumes at .
