Job Description

The Customer Service Executive is responsible for providing efficient after-sales support to customers, ensuring service requests, complaints, warranty claims, and product-related issues are handled professionally and promptly. The role serves as a key liaison between customers, sales teams, technicians, and internal departments to deliver excellent customer satisfaction.

Key Responsibilities

• Handle customer enquiries, complaints, and after-sales service requests via phone, email, and messaging platforms.
• Coordinate and schedule service appointments with customers and service technicians.
• Process warranty claims, product replacements, and service reports.
• Follow up on outstanding cases and ensure timely resolution.
• Maintain accurate records of customer interactions, service requests, and complaint logs.
• Liaise with the Sales, Warehouse, and QC & Technical teams regarding product issues and spare parts availability.
• Monitor service performance and provide regular updates to customers.
• Prepare service-related documentation, reports, and monthly summaries.
• Assist in customer satisfaction surveys and service improvement initiatives.
• Ensure compliance with company service standards and procedures.

Job Requirements

• Diploma or Bachelor's Degree in Business Administration, Customer Service, or related field.
• Minimum 1–3 years of experience in customer service, after-sales support, or service coordination.
• Experience in sanitaryware, building materials, home improvement products, or related industries is an added advantage.
• Strong communication and interpersonal skills.
• Good problem-solving and complaint-handling abilities.
• Proficient in Microsoft Office and/or SAP applications.
• Ability to multitask and work in a fast-paced environment.
• Customer-oriented with a positive and professional attitude.

Skills