Customer Support Executive

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

Job summary

Vashi Integrated Solutions is hiring a Customer Support Executive in Navi Mumbai to own end-to-end customer complaints. You will log issues in Salesforce and coordinate with Warehouse, QC, Commercial, Brand, Logistics & Finance to drive timely resolutions.

You will keep customers updated via email, phone, WhatsApp and ticketing, ensuring proper adherence to the 30-day return policy and escalation matrix. Strong communication and ownership are essential.

Qualifications

• 1–2 years in customer support/complaint handling/service.
• Graduate with good communication and ownership mindset.

Responsibilities

• Single point of contact for assigned complaints; log and document fully in Salesforce.
• Coordinate with Warehouse, QC, Commercial, Brand, Logistics & Finance to drive resolution.
• Keep customers updated regularly via email/phone/WhatsApp/ticketing until closure.
• Follow VISL's 30-day return policy and complaint SOP.
• Track Credit Notes, FOC replacements, and warranty actions with brands; raise linked replacement orders.
• Escalate delays per the escalation matrix; avoid unnecessary handoffs.
• Ensure complaints are closed only after real resolution (not just system closure).
• Maintain SLA/TAT for acknowledgement, investigation, and closure.
• Flag repeat issues/process gaps to Team Lead.
• Track daily complaint aging; report high-risk cases in reviews; suggest process improvements

Skills

CRM familiarity

Customer support

Logistics coordination

Complaint handling

B2B/order lifecycle

Professional communication

Education

Any Graduate

Tools

Salesforce

Job description

Hiring for Customer Support Executive at Vashi Integrated Solutions

About Company:

Vashi Integrated Solutions is a well-established and prominent player in the electrical and industrial supply industry in India. Founded in 1978, Vashi Integrated Solutions has built a strong reputation for its comprehensive range of electrical products and solutions, catering to a diverse customer base that includes industrial, commercial, and residential sectors.

Job Title: Customer Support Executive

Location: Turbhe OR Bhiwandi

Role Summary:

Own customer complaints end-to-end log, coordinate, resolve, and communicate until final closure.

Key Responsibilities:

• Single point of contact for assigned complaints; log and document fully in Salesforce (invoices, photos, videos, emails)
• Coordinate with Warehouse, QC, Commercial, Brand, Logistics & Finance to drive resolution
• Keep customers updated regularly via email/phone/WhatsApp/ticketing until closure
• Follow VISL's 30-day return policy and complaint SOP
• Track Credit Notes, FOC replacements, and warranty actions with brands; raise linked replacement orders
• Escalate delays per the escalation matrix; avoid unnecessary handoffs
• Ensure complaints are closed only after real resolution (not just system closure)
• Maintain SLA/TAT for acknowledgement, investigation, and closure
• Flag repeat issues/process gaps to Team Lead
• Track daily complaint aging; report high-risk cases in reviews; suggest process improvements

Skills Needed:

Strong follow-up & coordination, professional communication, composure under pressure, B2B/order lifecycle knowledge, ownership mindset, multitasking, CRM familiarity

Qualification:

• Any Graduate
• 1-2 yrs in customer support/complaint handling/service