Customer Care Specialist

zeissgroup; India; On-site; INR 1,400,000 - 2,600,000; Full time

Job summary

ZEISS in India is seeking an experienced Customer Services & Support professional to lead large teams and coordinate with Sales, Logistics, Labs, MSP, and other teams. The role focuses on documenting complaints, timely escalation, and delivering high-quality customer service across channels including email, phone, and WhatsApp.

The ideal candidate will have 8–10 years of experience, fluency in English and Tamil, strong MS Excel reporting skills, and familiarity with CRM/ERP or order management

Qualifications

• Must have 8–10 years of experience in customer services/operations.
• Fluent in English and Tamil.
• Strong data reporting using MS Excel and familiarity with CRM/ERP or order management systems.

Responsibilities

• Document customer complaints and escalate appropriately, resolve within defined TATs.
• Communicate daily with customers and internal teams via email, phone calls, and WhatsApp.
• Provide data and prepare regular reports for management.
• Coordinate with cross-functional teams (Sales, Logistics, Labs, MSP) and ensure alignment.
• Manage multiple orders and inquiries with attention to detail and accuracy.

Skills

Customer service

Communication skills

People management

ERP proficiency

Tools

CRM systems

ERP systems

MS Excel

Job description

ZEISS in India

ZEISS 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's success story in India is continuing at a rapid pace.

Further information at ZEISS India .

Customer services & support

• Proficiency in any ERP system & Proficiency in MS Office.
• 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.
• 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 skills
• Provide relevant data and prepare regular reports for management or other departments as required to support decision-making.
• Experience: 8-10 years
• Language 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