Service Executive

Job Description

Job Summary

We are looking for a customer-focused Service Executive to act as the Single Point of Contact (SPOC) for customers and dealers of the respective brand. The ideal candidate will manage end-to-end service communication product pickup/drop, case status updates, credit notes, and replacement/repair status while coordinating closely with service technicians to ensure priority repairs are handled on time. This role requires strong communication skills across email, phone (inbound/outbound), and CRM systems (Zoho).

Key Responsibilities

Customer & Dealer Communication (SPOC)

• Act as the Single Point of Contact (SPOC) for customers and dealers of the respective brand for all service-related communication.
• Keep customers/dealers updated on product pickup and drop schedules and delivery status.
• Communicate case status updates, replacement/repair status, and resolution timelines clearly and proactively.
• Coordinate and communicate credit note status and processing updates to customers/dealers.
• Handle customer/dealer queries and concerns professionally, ensuring high satisfaction levels.

Case & System Management

• Update product pickup/drop, case status, credit notes, and replacement/repair status accurately and in a timely manner in the CRM system.
• Maintain complete and accurate records of all customer/dealer interactions in Zoho CRM.
• Track open cases end-to-end and ensure timely closure without delays.

Coordination with Technicians

• Coordinate with service technicians for priority and escalated repairs to ensure timely turnaround.
• Follow up with the technical team on repair progress and relay accurate updates to customers/dealers.
• Flag delays or bottlenecks in repair status to the Service Manager for quick resolution.

Calls & Email Handling

• Handle inbound and outbound calls professionally, addressing customer/dealer queries and providing status updates.
• Manage email communication with customers and dealers, ensuring prompt and professional responses.
• Maintain clear, courteous, and solution-oriented communication across all channels.

Required Skills & Qualifications

• Strong communication skills with the ability to handle customers, dealers, technicians, and internal teams professionally through calls and emails.
• Hands-on experience with Zoho CRM, Salesforce, or similar service CRM platforms, including case creation, updating service remarks, tracking status, and closure.
• Strong understanding of after-sales service processes, including case management, product pickup/drop, repair, replacement, warranty/DOA handling, credit notes, and escalation workflows.
• Strong coordination and follow-up skills to work with service technicians, service centres, dealers, spare-parts, and logistics teams to ensure timely resolution.
• Ability to prioritize and monitor service cases against TAT/SLA, proactively follow up on pending cases, and drive critical cases to closure.
• High attention to detail with accurate CRM updates, case documentation, service records, and reporting.
• Strong customer-service and problem-solving skills, with the ability to manage multiple cases and handle escalations calmly and professionally.
• Graduate in any discipline ; priorexperience in after-sales service, customer service, service coordination, technical support, or consumer electronics service operations preferred.

Preferred Experience

• Experience as a Service Coordinator/SPOC for a consumer electronics, audio, home-appliance, or premium technology brand.
• Experience coordinating with dealer networks, authorized service centres, and field/service technicians.
• Exposure to premium consumer electronics or audio brands will be an added advantage.
• Familiarity with service CRM workflows, including repair, replacement, warranty/DOA, credit-note, escalation, and case-closure processes.

Working Conditions

• Office/service-centre-based role involving customer/dealer communication, CRM management, service coordination, and case follow-up.
• Requires regular coordination with technicians, service centres, dealers, logistics, spare-parts, and internal teams to ensure timely service resolution.
• May require managing priority and escalated cases and ensuring closure within defined TAT/SLA.