Senior Customer Service Associate

Immediate Joiners Preferred

Experience: 3–4 years

Product Category: Consumer Electronics — Audio Products

Location: Noida, Uttar Pradesh

About the Role

We are looking for a Senior Customer Support Associate with 3–4 years of customer service experience, preferably in consumer electronics, hands-on experience with Salesforce and Google Sheets, and strong troubleshooting skills for audio products.

Candidates available to join immediately will be given priority.

Key Responsibilities

• Handle customer queries via phone, email, and chat, ensuring timely and effective resolution.
• Assist customers with audio product setup, Bluetooth pairing, connectivity, charging, battery performance, sound quality, and microphone issues.
• Guide customers through troubleshooting steps and determine when service or replacement is required.
• Manage warranty claims, returns, replacements, and repair requests in coordination with relevant teams.
• Create and manage cases in Salesforce, documenting customer interactions, troubleshooting steps, and resolutions.
• Use Google Sheets to maintain support trackers, monitor pending cases, and prepare reports.
• Own escalated complaints and follow through until resolution.
• Meet targets for response time, resolution time, customer satisfaction, and support quality.
• Identify recurring product issues and share feedback with product and quality teams.
• Support junior associates with product knowledge and case handling.

Required Skills and Qualifications

• 3–4 years of customer support experience in consumer electronics, preferably audio products.
• Hands-on Salesforce experience for case management and reporting.
• Proficiency in Google Sheets, including formulas, lookups, filters, and pivot tables.
• Familiarity with earbuds, headphones, speakers, and common audio troubleshooting scenarios.
• Strong verbal and written communication skills.
• Ability to handle customer escalations with empathy, patience, and ownership.
• Strong problem-solving, organisational, and follow-up skills.