Customer Service Executive - Experienced - Mumbai

Shift Structure and Timings: 

Morning: 10:30AM - 7:30PM 
Afternoon: 12:30PM - 9:30PM

Salary Structure : Fixed + Incentives

Customer Service Executive

Department: Customer Service / Store Operations
Location: Mumbai

Job Summary
The Customer Service Executive is responsible for delivering exceptional customer service by handling customer inquiries, complaints, product-related concerns, and after-sales service requests. The role serves as the primary point of contact between customers, vendors, authorized service providers, and product brands to ensure timely issue resolution, effective communication, and a seamless customer experience.

Key Responsibilities
• Attend to customers at the service desk and address queries related to products, services, warranties, returns, exchanges, and installations.
• Register and resolve customer complaints in accordance with company policies and service standards.
• Coordinate with vendors, authorized service centers, logistics partners, and various product brands for timely resolution of customer issues.
• Follow up regularly with vendors and service providers regarding repair status, replacements, installations, and pending service requests.
• Keep customers informed on the progress of their complaints or service requests through timely and accurate communication.
• Verify warranty eligibility and process service requests as per company guidelines.
• Maintain accurate records of customer interactions, complaints, service requests, and resolutions in the designated CRM or service management system.
• Escalate unresolved or critical customer issues to the Store Manager or concerned departments for prompt action.
• Coordinate with the sales and warehouse teams to facilitate product exchanges, returns, and replacements where applicable.
• Ensure all customer documentation, invoices, warranty cards, and service records are maintained accurately.
• Monitor turnaround time (TAT) for service requests and work towards meeting defined service level agreements (SLAs).
• Handle customer feedback professionally and contribute to improving overall customer satisfaction.
• Prepare daily and monthly reports on customer complaints, pending cases, and service performance.
• Ensure compliance with company policies, customer service procedures, and quality standards.

Required Skills
• Excellent verbal and written communication skills.
• Strong customer handling and complaint resolution abilities.
• Good coordination and follow-up skills with vendors, service providers, and brand representatives.
• Ability to manage multiple customer cases simultaneously while maintaining service quality.
• Working knowledge of CRM, ERP, or service management systems.
• Proficiency in Microsoft Office, especially Excel and Outlook.
• Strong problem-solving, interpersonal, and organizational skills.
• Ability to remain calm and professional while handling challenging customer situations.

Preferred Qualifications
• Minimum HSC or SSC plus 3 years of Diploma
• 1–4 years of experience in customer service, retail operations, after-sales service, or customer support.
• Experience in organized retail, consumer electronics, or durable goods will be preferred.

Key Competencies
• Customer Relationship Management
• Complaint Handling & Resolution
• Vendor & Service Provider Coordination
• After-Sales Service Management
• Communication & Interpersonal Skills
• Follow-up & Case Management
• Problem Solving
• Time Management
• Documentation & Reporting
• Customer Satisfaction Focus