Customer Service Executive

About the Role

GS Management Group is recruiting on behalf of their clients for the position of Customer Service Executive based in Andheri East (JB Nagar), Mumbai. The work schedule includes six working days per week, with Monday to Friday as work-from-office and Saturday as work-from-home. The selection process involves face-to-face interviews.

Key Responsibilities

• Manage incoming and outgoing customer communications involving service requests, complaints, and product assistance.
• Respond to customers via phone calls, emails, chat, and ticketing platforms.
• Log, allocate, and monitor service requests within systems such as CRM, ERP, or SAP.
• Work closely with service engineers to arrange installations, repairs, preventative maintenance, and other service visits.
• Track service tickets to ensure their resolution within stipulated turnaround times.
• Maintain continuous follow-up with customers and internal teams until service resolutions are completed.
• Keep detailed records of customer interactions, complaints, service histories, and engineer updates.
• Generate daily, weekly, and monthly service-related reports utilizing MS Excel.
• Escalate critical or unresolved issues to higher management or relevant departments.
• Collaborate with cross-functional units including Sales, Service, Logistics, and Spare Parts to ensure smooth service delivery.
• Ensure compliance with customer service protocols and aim for high customer satisfaction levels.