Customer Support Executive

Cuckoo Appliances; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Cuckoo Appliances is seeking a Service Executive in Noida to lead and manage a team of service technicians, ensuring timely, high-quality after-sales service. The role focuses on improving customer satisfaction, resolving escalations, and ensuring compliance with service standards SOPs.

The candidate will oversee service operations, customer interactions, reporting, and KPI tracking to drive performance and service quality.

Qualifications

• ITI/ Graduation/Diploma is required.
• 1+ years of experience in after-sales service or field service operations.
• Strong leadership and people management skills.
• Excellent customer handling and communication skills.
• Technical troubleshooting knowledge.
• Proficiency in service management systems / ERP / CRM.
• MS Office and other tools.
• Ability to manage escalations and pressure situations.

Responsibilities

• Monitor service operations including turnaround time, per call cost, service revenue, FOC management and stock.
• Ensure proper diagnosis, repair, and closure of service requests.
• Coordinate with spare parts, logistics, and warehouse teams.
• Ensure service documentation, job cards, and CRM updates are accurate and timely.

Skills

Leadership

Communication skills

Customer handling

Troubleshooting

Escalation management

Service management systems

ERP/CRM proficiency

MS Office

Education

ITI/ Graduation/Diploma

Tools

ERP

CRM

MS Office

Job description

Department: Customer Service (CRM)
Location: Noida
Reports To: Service Manager / Operations Head

Job Summary

The Service executive is responsible for leading and managing a team of service technicians ensure timely high-quality after-sales service. The role focuses on improving customer satisfaction, resolving escalations, and ensuring compliance with company service standards SOPs.

Key Responsibilities

Service Operations

• Monitor service calls, turnaround time (TAT), Per call cost, Service Revenue, FOC management, Stock Management etc.
• Ensure proper diagnosis, repair, and closure of service requests
• Coordinate with spare parts, logistics, and warehouse teams to ensure availability
• Ensure service documentation, job cards, and CRM updates are accurate and timely

Customer Experience & Escalation Handling

• Handle customer escalations and critical complaints professionally
• Ensure high customer satisfaction through quality service and communication
• Conduct follow-ups on unresolved or delayed service cases
• Represent the service team in customer interactions when required

Reporting & Analysis

• Prepare daily/weekly/monthly service performance reports (MIS).
• FOC parts Data
• Spare Consumption report
• Revenue generation report

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)/Net promoter score (NPS).
• Turnaround Time (TAT)
• Call Assign Vs Closer Data.
• First-Time Resolution (FTR)
• Repeat Complaint Ratio
• Per call Cost.
• Team Productivity & Attendance
• Spare Parts Usage & Control
• FOC management.

Required Qualifications & Skills

Education: ITI/ Graduation/Diploma

Experience: 1+ years of experience in after-sales service or field service operations

• Strong leadership and people management skills
• Soft skill.
• Excellent customer handling and communication skills
• Technical troubleshooting knowledge
• Proficiency in service management systems / ERP / CRM
• MS office and other tools.
• Ability to manage escalations and pressure situations

Preferred Attributes

• Experience in consumer durables / home appliances industry
• Prefer Product category in Domestic RO, Air Purifier, Rice cooker
• Knowledge of warranty policies and service SOPs
• Strong analytical and problem-solving abilities