After Sales Support Executive

Zebronics India Pvt Ltd; Chennai District; On-site; INR 180,000 - 240,000; Full time

Job summary

Zebronics India Pvt Ltd is seeking an After-Sales Support Executive for an LFR outlet. You will handle post-sales service concerns, verify warranty and DOA, and coordinate with service centres for repair and replacement. Role requires good English/Hindi communication and customer-focused service.

Freshers or candidates with 0–2 years in customer service or consumer electronics are welcome. Knowledge of CRM systems and MS Excel is beneficial.

Qualifications

• Graduate in any discipline.
• 0–2 years of experience in customer service, after-sales support, retail, LFR, or consumer electronics.
• Strong communication in English and Hindi for Pan India coordination.

Responsibilities

• Handle customer complaints and service requests at the LFR outlet for TVs, laptops, peripherals and other consumer electronics.
• 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 portals/CRM and track cases until closure.
• Follow up with service centres to ensure timely resolution within agreed TAT/SLA.
• Maintain records of DOA, defective, returned and pending stock and coordinate movement back to brand.

Skills

After sales support

Escalation handling

Customer support

Education

Graduate in any discipline

Job description

We are looking for a customer-focused After-Sales Support Executive to handle post-sales service concerns at a Large Format Retail (LFR) outlet.

Required Skills

After sales support, Escalation handling, Customer support.

Detailed 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.
• 0 - 2 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.

Learn more about working with us and our company culture.

Applications typically reviewed within 5-7 business days.

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