Customer Relation Executive

Novateur Electrical & Digital Systems; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

Novateur Electrical & Digital Systems is seeking a Customer Relation Executive for its Customer Excellence Center in Chennai. You will be the centralized contact point to support customer complaints and concerns, ensuring timely service appointments and clear, professional communication.

The role requires handling calls, providing product and policy information, and managing cases in the CRM system with accuracy and courtesy to drive customer satisfaction.

Qualifications

• Customer-focused communication.
• Ability to handle inquiries professionally.
• Strong listening and problem-solving skills.

Responsibilities

• Answer inbound customer calls promptly and professionally to resolve queries.
• Address customer complaints ensuring courteous, policy-compliant resolutions.
• Register cases in CRM after verifying customer/assets information and coordinate with relevant stakeholders.

Job description

Department: Customer Service - Customer Excellence Center

Role Type: Customer Relation Executive

Designation: Executive

Role Type: NAPS

Location: kumananchavadi

Key Focus

Call Logging Team: The primary focus of this role is to serve as Centralized contact point to support the customers for the complaints and concerns in a professional and courteous manner.

Call Assignment: Prioritize and assign Service Appointments to ensure timely response by engineers

Roles and Responsibilities

• Customer Support
  • Answer inbound customer calls promptly and professionally.
  • Answer abandoned (missed calls) customer calls promptly and professionally.
  • Provide accurate information about products, services, policies.
• Complaint Handling
  • Address customer complaints and concerns in a professional and courteous manner. Work towards resolving issues to the satisfaction of the customer while adhering to company policies.
• Case Registration
  • For UW/AMC Assets, Case to be Registered in CRM after verifying the Customer / Asset Information.
  • For PCB Assets inform customer for Visiting charges, upon approval Create Case and PCB Quote, after Approval of charges close the Quote as Approved.
  • Transfer the case to respective Revenue SPOC.
• Case Assignment
  • Assign Service appointment to VRA or Field Technician.
• Time Management
  • Handle call with effective and efficient conversation with clear and concise information.