Kohler Co.s mission is to contribute to a higher level of gracious living for those who are touched by our products and services.
Beyond the competitive benefits and compensation, Kohler proudly offers a rich culture, steeped in creativity and commitment to our associates and communities. We invite you to learn more about our culture and company at www.kohlercompany.com
It is Kohler's policy to recruit, hire, and promote qualified personnel in all job classifications without regard to race, creed, religion, age, sex, sexual orientation, gender identity, marital status, national origin, disability, or veteran status. Kohler Co. is an equal opportunity/affirmative action employer.
Kohler India is certified as a Great Place to Work Organization. This certification is an endorsement of the culture and values we live by every day.
Position Description
Position Title
Executive – Customer Care, DIY
Department
Customer Services
Division
Kohler India Technical Center, Pune
Grade
Reporting to
Manager – Customer Care
About the position:
We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler India (Kitchen and Bath).
We are looking for enthusiastic Customer Care Executives to join our team and support our Kohler India Kitchen and Bath customers through various channels like email, voice, chat, and more. The goal is to provide solutions to customers, plumbers, architect teams while delivering exceptional customer service and technical support.
As a Technical Customer Care Associate, you will be responsible for providing technical support and resolution to customers via phone, email, chat, and video calling. You will troubleshoot and resolve technical issues, ensuring a high level of customer satisfaction and maintaining our company's reputation for excellence.
In this role, you'll act as a brand ambassador, building strong relationships and fostering customer loyalty. You'll provide prompt and accurate service with a positive, problem-solving attitude, ensuring every customer interaction is handled with empathy and care. If you're dedicated to delivering exceptional service and creating great customer experiences, we'd love to hear from you!
Role and Responsibility:
- Provide technical advice on the installation, maintenance and troubleshooting of Kohler products (Kohler Imports) to customers, developers, contractors, dealers, distributors and Kohler India associates.
- Provide feedback on product performance, suitability, and quality that can be used both in making product improvements and in designing new products for the India market.
- Be familiar with sales and marketing policies and procedures for Kohler India and Kohler Import channels.
- Respond to customer inquiries and provide technical support through phone, email, chat, and video calls.
- Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions.
- Document and track customer interactions and technical issues in the CRM system.
- Collaborate with other team members and departments to resolve complex technical problems.
- Provide timely and accurate information to customers regarding product features, functionalities, and updates.
- Escalate unresolved issues to higher-level support or specialized teams when necessary.
- Maintain a high level of professionalism and empathy in all customer interactions.
- Continuously update knowledge of company products, services, and industry trends.
- Technical Understanding: Read and understand technical publications, create diagrams, and specification documents.
- Upselling: Promote Kohler products and accessories as appropriate.
- Learning and growth
- Learn deep knowledge of Kohler Kitchen and bath products and the warranties associated
- In addition to working with end-users of products, also perform advance troubleshooting and advice specification guidelines with plumbers, designers and retail, wholesale and showroom personnel, end customers and trade professionals through step by step installation and/or repair of Kohler products
- Effectively use Customer Care Center (3C) technology (i.e. customer registration software, portal, SAP, Intranet, Internet, email, phone system, scheduling software) and all other tools/resources available, including technical literature and price books
Qualifications:
- Experience in handling email and phone customer care for India is highly preferred in technical support for trouble shooting of products (e.g., plumbing, electronics, whitegoods, durables, equipment etc.)
- 3 Year Bachelors degree required. Technical background (e.g., ITI) is an added benefit.
- Proven experience in a technical support or customer care role.
- Strong technical troubleshooting skills and the ability to explain technical concepts to non-technical users.
- Good to have knowledge in using CRM software and other customer support tools.
- Ability to work independently and as part of a team.
- Strong problem-solving skills and attention to detail.
- Ability to manage multiple tasks and prioritize effectively.
- Flexibility to work in shifts, including evenings and weekends if required.
- Multilingual abilities are a plus.
Working Conditions:
- This is a full-time role based in our customer service Pune office.
- This role requires working six (6) days a week
- The includes evenings and weekends working to meet customer demands, as we operate 24/7 with rotational shifts and weekly offs.
- Willingness and ability to work in rotating shifts, including early mornings, late evenings, overnight, weekends, and overtime as needed
- This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned by the supervisor.
Organizational Relationships:
- Regular interactions with business stakeholders from different Kohler business verticals at ITC
- Frequent interaction with internal stakeholders including senior leadership team.
