Customer Service Executive

Customer Service Desk (CSD)

Customer Service and Communication:

Logging calls for customers regarding product demonstration, installation, and complaints.

Resolving issues related to customer orders, product availability, and pricing.

Ensuring all customer queries are well-investigated and resolved.

Handling inbound and outbound calls.

Maintaining a customer-focused approach and answering inquiries using standard guidelines.

Taking ownership of complaints and queries and proactively following through to resolution.

Product Delivery and Coordination:

Arranging timely delivery of products from the store or warehouse to customers.

Coordinating with company personnel to record demonstration numbers and inform customers.

Managing the exchange of products and processing refunds.

Complaint Resolution and Repair Management:

Tracking the duration taken to attend to complaints and investigating reasons for delays.

Issuing Goods Acknowledgement Notes (GAN) for products with manufacturing defects and sending them for repair.

Informing customers when their repaired products are available.

Recording showroom defect complaints and coordinating with company personnel for repairs.

Administrative and Documentation:

Ensuring quick documentation of customer calls, complaints, and resolutions.

Escalating necessary queries to supervisors when required.