Customer Support Executive

Role Overview

As a Customer Support Executive, you will be responsible for managing and resolving customer complaints, service requests, and escalations related to advanced mobility solutions including Wi-Fi, GPS/VLTD, DMS/ADAS, CCTV/MDVR, Auto Announcements, Alcohol Detection, and other connected mobility products.

Key Responsibilities

• Handle customer interactions through calls, WhatsApp, email, CRM, and partner channels efficiently.
• Serve as the liaison between customers, field technicians, operations, and internal technical teams until issues reach resolution.
• Create and route clear, detailed service tickets to appropriate technicians, including relevant customer, device, and location information.
• Coordinate with Bus Operators to verify bus location, availability, technician access, and schedule service times effectively.
• Follow up consistently with technicians and customers to ensure timely service delivery in line with established SLA and TAT guidelines.
• Keep customers informed regarding ticket status, technician assignments, expected resolution timelines, and replacement needs.
• Prioritize critical escalations and escalate unresolved or repeat technical problems to Operations or Technical Management promptly.
• Facilitate device repairs or replacements, ensuring proper completion and system updates.
• Identify and report patterns of recurring complaints, device failures, and outstanding tickets to management to improve service quality.
• Confirm issue resolution with customers upon technician completion and close tickets only after thorough service confirmation and documentation.
• Maintain detailed and accurate CRM records capturing all complaint details, actions, replacements, communications, and resolution information.
• Build and maintain professional relationships with Bus Operators, ensuring responsive, courteous, and transparent support experiences.
• Generate regular reports (daily, weekly, monthly) summarizing ticket statuses, SLA compliance, escalations, repeat complaints, technician performance, and issue tracking by customer.

Eligibility

Open to candidates who qualify to perform these customer support functions effectively.