Customer Support Executive

We are looking for a Customer Support & Sales Executive who will be the primary point of contact for our customers. The role involves handling customer support calls, responding to enquiries, assisting customers with product information, coordinating after-sales service, managing spare parts dispatch, tracking shipments, and working closely with technicians to ensure timely issue resolution.

Key Responsibilities:

1.     Customer Support

·       Attend incoming customer support calls professionally.

·       Resolve customer queries regarding products, assembly, warranty, replacements, and troubleshooting.

·       Guide customers through basic product setup and usage.

·       Maintain a polite, patient, and solution-oriented approach.

2.     Sales

·       Handle incoming sales enquiries.

·       Make outbound calls to prospective customers and leads.

·       Explain product features and recommend suitable products.

·       Convert enquiries into sales whenever possible.

·       Follow up with interested customers.

3.     Spare Parts & After-Sales Service

·       Process spare parts requests.

·       Coordinate packaging and courier dispatch of spare parts.

·       Generate courier labels and maintain dispatch records.

·       Track shipments until successful delivery.

·       Follow up with customers after delivery.

4.     Technician Coordination

·       Coordinate with service technicians for customer complaints when required.

·       Schedule technician support calls.

·       Share customer details and issue descriptions.

·       Ensure customer issues are resolved within the defined timelines.

·       Maintain records of all service requests.

5.     Operations & Documentation

·       Update customer interactions in CRM or Google Sheets.

·       Maintain complaint logs, courier records, and service reports.

·       Coordinate with warehouse for spare parts availability.

·       Escalate unresolved issues to management.

·       Prepare basic daily reports on calls, complaints, and resolutions.