Customer Care Specialist

ZEISS Group; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

ZEISS India is seeking an experienced customer service and operations professional to manage end-to-end service delivery across multiple teams. The role emphasizes data-driven reporting, cross-functional coordination, and a strong customer-first mindset.

The ideal candidate will lead a large team, drive process improvements, and ensure timely resolution of inquiries while maintaining high quality standards in daily communications with customers and partners.

Qualifications

• Experience: 8–10 years in customer services and operations.
• Proficiency in ERP and MS Office.
• Excellent communication in English & Tamil.
• Ability to manage large teams (span of control 20+).

Responsibilities

• Document customer complaints and escalations, report them appropriately, and work towards prompt resolution within defined TATs.
• Communicate daily with customers and internal teams via email, phone calls, and WhatsApp to ensure effective coordination and high-quality customer service.
• Provide relevant data and prepare regular reports for management or other departments as required to support decision-making.
• Coordinate with Sales, Logistics, Labs, MSP, etc. to keep stakeholders aligned.

Skills

ERP systems

MS Office

Customer service

Communication skills

People management

Data reporting

Excel

CRM/ERP

Tools

CRM software

Order management systems

Job description

ZEISS in IndiaZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics.ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace.Further information at ZEISS India .Proficiency in any ERP system & Proficiency in MS Office.Customer services & supportDocument customer complaints and escalations, report them appropriately, and work towards prompt resolution within defined TATsCommunicate daily with customers and internal teams via email, phone calls, and WhatsApp to ensure effective coordination and high-quality customer service.People Management skills- Should have managed a large team (Span of control)of 20 or more .Must be having customer care and operation skills and roles as direct responsibilities as experience. Logistics, delivery management skillsProvide relevant data and prepare regular reports for management or other departments as required to support decision-making.Experience: 8-10 yearsLanguage and communication skills- English & Tamil is a must.Outstanding verbal and written communication skills, with professional phone and email etiquette for handling customer and partner inquiries.Competency in using computers and standard office software (especially MS Excel for reports) and ability to work with CRM/ERP or order management systems.Strong problem-solving and troubleshooting abilities, with the patience and empathy to handle customer complaints and complex issues effectively.Ability to manage multiple orders and inquiries simultaneously while maintaining attention to detail and accuracy in data/information recording.Customer-first attitude with a proactive approach to service; capable of keeping customers informed and satisfied even under pressure.Excellent interpersonal skills and a collaborative mindset to work closely with cross-functional teams (Sales, Logistics, Labs, MSP, etc.) and ensure all stakeholders are aligned.Attention to detail and a process-driven mindset, following company procedures and compliance standards for all service and order management tasks.Your ZEISS Recruiting Team:Itishree Pani