After Sales Support Executive

Zebronics; Chennai District; On-site; INR 250,000 - 350,000; Full time

Job summary

Fresh graduates with strong communication are welcome, as are those with 2 years in customer service or retail electronics. Proficiency in English and Hindi for pan-India coordination will be valuable.

Qualifications

• Graduate in any discipline; retail, customer service or electronics background preferred.
• 2 years of experience in customer service or after-sales support; freshers with strong communication OK.
• Strong written and verbal communication, professional appearance.
• Proficiency with MS Excel, email, and basic computer handling.

Responsibilities

• Handle customer complaints and service requests at the LFR outlet for TVs, laptops and electronics.
• Document complaint details, verify warranty status and purchase invoice.
• Coordinate with retail outlets and service centres for repair or replacement.
• Register complaints through CRM/portal systems and track to closure.
• Follow up with service centres to meet TAT/SLA timelines.
• Coordinate pickup/drop and installation activities as needed.
• Process exchanges/replacements per store and brand policies.
• Escalate unresolved cases to regional after-sales teams or store management.
• Maintain clear communication on status, timelines and resolutions.

Skills

MS Excel

CRM systems

Customer handling

Complaint resolution

Coordination

English language

Hindi language

Problem solving

Education

Graduation

Tools

CRM portal

Complaint tracking tools

Job description

Role & responsibilities

• Handle customer complaints and service requests received at the LFR outlet for TVs, laptops, peripherals, appliances, and other consumer electronics.
• Understand customer concerns, identify the issue, and accurately document complaint details.
• Verify warranty status, purchase invoice, product details, and DOA/replacement eligibility.
• Coordinate with retail outlets and authorized service centres for repair, replacement, installation, and service requests.
• Register complaints through system portal/CRM systems and track cases until closure.
• Follow up with Authorized Service Centres (ASCs) to ensure service requests are resolved within the agreed TAT/SLA.
• Coordinate product pickup/drop and installation activities wherever required.
• Process exchange/replacement requests in accordance with store and brand policies.
• Escalate delayed or unresolved cases to the appropriate regional/area after-sales team or store management.
• Maintain clear communication with customers regarding service status, timelines, delays, and resolution.
• Maintain records of DOA, defective, returned, and pending stock and coordinate its movement back to the respective brand.
• Maintain complaint logs, TAT trackers, pending case reports, and resolution records.
• Coordinate with multiple brands and understand their respective warranty policies, service processes, and escalation matrices.
• Support refund processing where repair or replacement is not feasible, as per company/LFR policy.

Preferred candidate profile

• Graduate in any discipline; candidates from Retail, Customer Service, Consumer Electronics, or related backgrounds will be preferred.
• 02 years of experience in customer service, after-sales support, retail, LFR, or consumer electronics.
• Freshers with strong communication and customer-handling skills can apply.
• Excellent verbal and written communication skills.
• Good knowledge of MS Excel, email, and basic computer/system handling.
• Ability to work with service portals, CRM systems, and complaint-tracking tools.
• Strong follow-up, coordination, and problem-solving skills.
• Customer-oriented approach with the ability to handle complaints professionally.
• Ability to coordinate with customers, LFR teams, brands, service centres, and internal teams.
• Candidate should be presentable and professional while interacting with customers and retail partners.
• Willingness to learn warranty policies and service processes across multiple brands.
• Proficiency in English and Hindi Language for Pan India Coordination.