Customer Care Executive

Department: Installation / Customer Support

Designation: Call Cenre Executive

Reports To: Installation Manager / Customer Support Head

Location: Head Office / Regional Office

Role Summary

The Customer Care Executive is responsible for acting as the primary point of contact for customers during the installation phase. The role ensures timely response to customer queries, coordination with installation teams, accurate record management, and smooth communication to support on-time installation and handover.

Key Responsibilities

1. Customer Communication & Helpline Support

Act as the single point of contact for customers for installation-related queries.

Handle incoming calls, emails, and tickets related to installation status, schedules, and issues.

Provide timely and accurate information to customers as per defined SLAs.

Maintain professional and courteous communication at all times.

2. Installation Coordination

Coordinate with Installation Engineers, Site Engineers, and Project Managers to track installation progress.

Update customers on installation milestones, delays, and rescheduled timelines.

Escalate critical customer issues to installation leadership for resolution.

3. Back Office Operations

Maintain installation records, schedules, and customer communication logs.

Update ERP/CRM systems with installation status, site readiness, and handover details.

Prepare daily/weekly installation status reports and dashboards.

4. Complaint & Escalation Management

Register customer complaints related to installation delays, coordination gaps, or site issues.

Track complaint resolution and follow up with internal teams.

Ensure timely closure of complaints and customer confirmation.

5. Documentation & Handover Support

Support documentation for installation completion and handover.

Coordinate with commissioning teams for inspection and handover schedules.

Ensure customer acknowledgements and handover documents are properly recorded.

Key Performance Indicators (KPIs)

Customer response and resolution turnaround time.

Accuracy of installation status updates.

Complaint closure rate within SLA.

Customer satisfaction scores during installation phase.

Skills & Competencies

Strong customer service and communication skills.

Ability to coordinate with multiple internal teams.

Basic understanding of installation processes (preferred).

Strong documentation and data management skills.

Proficiency in MS Office, ERP, and CRM systems.

Qualification & Experience

Education: Graduate in any discipline (MBA / Customer Service preferred).

Experience: 3–5 years of experience in customer support, back office, or project coordination (construction / elevator industry preferred).

Languages: Proficiency in English, Hindi, and regional language preferred.

Authority & Responsibility

Authority to escalate customer issues as per escalation matrix.

Responsibility for maintaining clear, accurate, and timely customer communication during installation.

• इस फुल टाइम ग्राहक सहायता / टेलीकॉलर Job में 4 - 6+ वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।