Senior Customer Service Executive

Description

We are looking for a Senior Customer Service Executive with 3–5 years of experience in a customer-facing service environment, ideally in electronics or consumer products. This role will be responsible for delivering high-quality, professional support across channels—including phone, email, and chat—with a focus on after-sales inquiries, quality issues, and general service escalations. The candidate will also contribute to call center operations and help improve team and service performance.

Key Responsibilities1. After-Sales & Quality Support

Handle incoming calls and messages related to product performance, technical issues, and quality concerns.

Assist customers with warranty claims, repair procedures, product defects, or troubleshooting steps.

Collaborate with technical or product teams to resolve recurring or complex quality issues, assign repair jobs to service providers and ensure job completion within SLA timelines.

Provide professional and clear communication when managing sensitive or dissatisfied customer interactions.

Support customers with product information, order status, delivery tracking, returns, and service appointments.

2. Operations Support

Handle order processing updates, validate payments, and coordinate delivery release during peak or back-up coverage.

Maintain accurate customer records in the CRM system, including issue resolution steps and outcomes.

3. Call Centre & Service Operations

Support daily operations such as call queue monitoring, shift coverage, and case prioritization.

Provide feedback to improve scripts, resolution flows, and response templates to enhance efficiency and customer satisfaction.

Work with the team lead to manage peaks in volume during launches or promotional periods.

4. Product Knowledge & Customer Education

Develop in-depth knowledge of our electronics products, including key features, specifications, and common troubleshooting tips.

Guide customers on proper usage, maintenance, and help resolve basic technical concerns.

5. Order & Fulfillment Issue Resolution

Assist customers with order placement, tracking, cancellations, returns, and exchanges.

Coordinate with logistics and warehouse teams to ensure on-time and accurate deliveries.

6. Feedback, Reporting & Process Improvements

Collect and document customer feedback related to products and services to identify trends and recurring issues, track key customer service metrics such as satisfaction scores, resolution times, and recurring issues.

Collaborate with relevant teams (Product, QA, Ops) to ensure feedback drives meaningful improvements.

Prepare regular reports and contribute to service review discussions with data-driven improvement suggestions.

Qualifications

3–5 years of customer service experience, preferably in electronics, appliances, or technical consumer goods.

Strong communication, listening, and issue-resolution skills.

Proven experience handling after-sales service or product quality concerns.

Experience with CRM systems (e.g., Zendesk, Salesforce, Freshdesk).

Able to work rotating shifts, including one weekend day per week.

Bonus : Experience in call center operations or mentoring is a plus.

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