Customer Support Executive

Company OverviewPolar Air Projects Private Limited (PAPPL) has pioneered HVAC (Heating, Ventilation, and Air Conditioning) installations across challenging environments throughout India. We deliver HVAC solutions in diverse sectors including commercial buildings, industrial factories, plants, hospitals, clean rooms, and high-end residences. PAPPL is an authorized dealer of Daikin Airconditioning India Private Limited.

Customer Support Executive Position OverviewWe are seeking a motivated and customer-focused individual to join our team as a Customer Support Executive. In this role, you will be the first point of contact for customers, providing assistance, resolving queries, and ensuring a seamless customer experience. You will play a key role in building strong relationships with clients and maintaining high levels of satisfaction.

Key Responsibilities

·       Customer interaction and case handling

·       Respond to inbound calls, emails, and chats regarding repairs, maintenance, installations, billing, and product information.

·       Create and manage service requests, ensuring accurate capture of symptoms, model/serial numbers, warranty status, and site details.

·       Set clear expectations on ETAs, pricing estimates, and next steps; provide updates proactively.

·       De-escalate concerns, resolve complaints, and escalate complex issues per policy.

·       Scheduling and dispatch

·       Book appointments, prioritize urgent calls (no heat/cooling, safety issues), and optimize technician routes.

·       Dispatch field technicians using excel; relay job notes, parts needs, access instructions, and safety considerations.

·       Monitor live jobs and manage delays, reschedules, and customer notifications.

·       Post-service and retention

·       Conduct follow-up calls to confirm resolution and capture feedback.

·       Explain maintenance plans, service agreements, and promotions; assist with renewals.

·       Support warranty claims processing and documentation.

·       Administrative and coordination

·       Maintain accurate records of interactions, work orders, quotes, and invoices.

·       Coordinate with warehouse/parts for availability and special orders; flag backorders.

·       Assist with billing questions, payment collection, credits/rebills, and special invoicing requirements.

·       Track KPIs (response time, first-contact resolution, NPS/CSAT) and contribute to process improvements.

Required Skills & Qualifications: Bachelors degree in Business Administration, Communications, or related field.1–2 years of experience in customer service or support roles. Strong communication skills (verbal and written).Proficiency in CRM software and MS Office tools. Ability to multitask and manage time effectively.Problem-solving mindset with attention to detail. Empathy and patience when dealing with customers.

Preferred Skills & Qualifications: Experience in handling international clients. Ability to work in fast-paced environments. Multilingual proficiency is a plus.

Industry Type: Engineering & Construction

Department: Customer Success, Service & Operations