Service Executive

Service Executive

Job Summary: We are looking for a proactive and customer-focused Service Executive to manage after-sales service activities, customer complaints, product installations, maintenance coordination, and service operations. The ideal candidate should have strong communication skills, technical understanding, and the ability to ensure customer satisfaction through timely service support.

Key Responsibilities:

• Customer Service & Support: Handle customer queries, complaints, and service requests through calls, emails, or direct visits. Ensure timely resolution of customer issues with proper follow-up. Maintain a high level of customer satisfaction.
• Service Operations: Coordinate with service engineers/technicians for installation, maintenance, and repair visits. Schedule and assign service tasks efficiently. Track pending complaints and ensure closure within TAT.
• Documentation & Reporting: Maintain records of service requests, customer complaints, warranty claims, and service reports. Prepare daily, weekly, and monthly MIS reports. Update service data in ERP/CRM software.
• Spare Parts Management: Coordinate for spare parts availability with inventory/store department. Ensure proper dispatch and usage tracking of spare parts.
• Warranty & Claims: Verify warranty cases and process service claims as per company policy. Maintain records of replacements and warranty settlements.
• Customer Relationship: Build long-term relationships with customers through professional service support. Collect feedback and suggest improvements in service quality.

Required Qualifications: Graduate / Diploma / ITI (Technical background preferred) Additional certification in customer service or operations is an advantage. Experience: 1 to 3 years of experience in customer service, after-sales service, or service coordination. Freshers with good communication skills can also apply.

Skills Required: Good communication and interpersonal skills Basic technical understanding Problem-solving attitude Knowledge of MS Excel, ERP, CRM Time management and coordination skills Customer handling skills Ability to work under pressure

Preferred Industry: Solar Industry Electrical / Electronics Consumer Durable Automobile Manufacturing Salary: As per industry standards + Incentives (if applicable) Benefits: PF & ESIC as per company policy Paid Leave Travel Allowance (if applicable) Career Growth Opportunities Training & Development Programs Key Performance Indicators (KPIs): Complaint resolution time Customer satisfaction score Repeat complaint reduction Service closure rate Spare parts management efficiency Response time to customers