Customer Service Executive

Vashi Electricals; Bhiwandi; On-site; INR 250,000 - 360,000; Full time

Job summary

Vashi Electricals is seeking a Customer Service Executive to manage customer complaints from initial intake to final resolution. You will act as the single point of contact, log cases in Salesforce, coordinate with internal teams, and keep customers informed of progress.

You will adhere to SLA/TAT, document outcomes, track credit notes and replacements, and strive for timely closure while upholding brand standards and customer empathy.

Qualifications

• Experience in customer service and complaint handling.
• Familiarity with Salesforce or similar case-management tools.
• Ability to manage SLAs and document interactions clearly.

Responsibilities

• Act as the single point of contact for assigned customer complaints until final closure.
• Log all complaints accurately in Salesforce with complete documentation (invoice, photos, videos, emails).
• Coordinate with internal teams (Warehouse, QC, Commercial, Brand, Logistics, Finance) to drive resolution.
• Regularly update customers on status, progress, and next steps until closure.
• Adhere to VISLs 30-day return policy and complaint handling SOP.
• Track and follow up on Credit Notes (CN), Free-of-Cost (FOC) replacements, or warranty-related actions with brands.
• Ensure replacement orders are raised and linked correctly to the complaint where applicable.
• Take full ownership of assigned complaints and avoid unnecessary handoffs.
• Escalate delays or roadblocks to Team Lead / Manager in line with the escalation matrix.
• Work closely with Relationship Managers to ensure alignment and correct customer communication.
• Communicate with customers via email, phone, WhatsApp, or ticketing system in a professional and empathetic manner.
• Provide clear explanations of actions taken, expected timelines, and outcomes.
• Handle customer concerns with patience, empathy, and professionalism, even in high-pressure situations.
• Maintain accurate complaint status and notes in Salesforce at all stages.
• Follow defined SLA/TAT for acknowledgment, investigation, and closure.
• Flag repeat issues, process gaps, or policy deviations to the Team Lead.
• Maintain daily tracking of open, aging, and closed complaints.
• Share updates on delayed or high-risk complaints during daily/weekly reviews.
• Support audits and internal reviews by maintaining clean and complete case records.
• Contribute suggestions for process improvement based on recurring complaint patterns.

Skills

Complaint handling

Customer service

Salesforce

SLA management

Communication

Data entry

Tools

Salesforce

Job description

Customer Service Executive

Key Responsibilities :

• Complaint Handling & Resolution
  • Act as the single point of contact for assigned customer complaints until final closure.
  • Ensure all complaints are logged accurately in Salesforce with complete documentation (invoice, photos, videos, emails).
  • Follow up proactively with internal teams (Warehouse, QC, Commercial, Brand, Logistics, Finance) to drive resolution.
  • Regularly update customers on status, progress, and next steps until closure.
  • Ensure adherence to VISLs 30-day return policy and complaint handling SOP.
  • Track and follow up on Credit Notes (CN), Free-of-Cost (FOC) replacements, or warranty-related actions with brands.
  • Ensure replacement orders are raised and linked correctly to the complaint where applicable.
• Coordination & Ownership
  • Take full ownership of assigned complaints and avoid unnecessary handoffs.
  • Clearly identify and tag the responsible department in Salesforce for each complaint.
  • Escalate delays or roadblocks to Team Lead / Manager in line with the escalation matrix.
  • Work closely with Relationship Managers to ensure alignment and correct customer communication.
• Customer Communication
  • Communicate with customers via email, phone, WhatsApp, or ticketing system in a professional and empathetic manner.
  • Provide clear explanations of actions taken, expected timelines, and outcomes.
  • Handle customer concerns with patience, empathy, and professionalism, even in high-pressure situations.
• Process & Compliance
  • Ensure complaints are closed only after proper resolution, not just system closure.
  • Maintain accurate complaint status and notes in Salesforce at all stages.
  • Follow defined SLA/TAT for acknowledgment, investigation, and closure.
  • Flag repeat issues, process gaps, or policy deviations to the Team Lead.
• Reporting & Continuous Improvement
  • Maintain daily tracking of open, aging, and closed complaints.
  • Share updates on delayed or high-risk complaints during daily/weekly reviews.
  • Support audits and internal reviews by maintaining clean and complete case records.
  • Contribute suggestions for process improvement based on recurring complaint patterns.

Key Performance Indicators (KPIs):

• Complaint Closure TAT adherence
• Percentage of complaints closed within SLA
• Number of reopened complaints
• Customer satisfaction feedback post-closure
• Accuracy of complaint documentation