Customer Support Executive & Customer Experience & Operations

Emagn Solutions Pvt. Ltd.; Dadri, Delhi; On-site; INR 550,000 - 950,000; Full time

Job summary

Emagn Solutions Pvt. Ltd. is seeking an experienced Customer Support professional to handle inbound/outbound calls, email and chat, delivering accurate resolutions on queries related to products, warranty, service and installation.

The role requires ownership of cases, timely follow-up, and coordination with service teams to ensure fast resolutions while maintaining data accuracy and high customer satisfaction.

Qualifications

• 13 years of experience in Customer Support / Customer Service / Customer Care.
• Excellent verbal and written communication skills in Hindi & English.
• Good knowledge of MS Excel, including Filters, Sorting, VLOOKUP/XLOOKUP, Pivot Tables and basic reporting.
• Experience in Calls, Email, Chat, CRM and MIS Reporting.
• Strong customer-handling, listening and problem-solving skills.
• Should be polite, confident, proactive and comfortable handling escalations.
• Strong follow-up skills with an ownership mindset until case closure.
• Experience in Consumer Electronics, Home Appliances, E-commerce or After-Sales Service will be preferred.

Responsibilities

• Handle customer interactions professionally through Inbound/Outbound Calls, Email and Chat.
• Understand customer queries related to products, warranty, service, installation, replacements and general support and provide accurate resolutions.
• Register and update customer complaints/cases in CRM with complete and accurate information.
• Take ownership of assigned customer cases and ensure timely follow-up and closure within defined TAT.
• Coordinate with Service Coordinators, Service Centres, Technicians and internal teams for faster resolution.
• Maintain professional communication and provide customers with regular updates until final resolution.
• Maintain accurate Daily MIS Reports, call records, complaint status, pending cases and closure data.
• Use Excel for customer data management, tracking, filtering, reporting and follow-ups.
• Escalate ageing or unresolved cases to the concerned team/manager on time.
• Maintain high standards of customer satisfaction, communication quality and data accuracy.

Skills

Communication

Problem-solving

Ownership mindset

Customer handling

Tools

CRM

MS Excel

Job description

Role & Responsibilities

• Handle customer interactions professionally through Inbound/Outbound Calls, Email and Chat.
• Understand customer queries related to products, warranty, service, installation, replacements and general support and provide accurate resolutions.
• Register and update customer complaints/cases in CRM with complete and accurate information.
• Take ownership of assigned customer cases and ensure timely follow-up and closure within defined TAT.
• Coordinate with Service Coordinators, Service Centres, Technicians and internal teams for faster resolution.
• Maintain professional communication and provide customers with regular updates until final resolution.
• Maintain accurate Daily MIS Reports, call records, complaint status, pending cases and closure data.
• Use Excel for customer data management, tracking, filtering, reporting and follow-ups.
• Escalate ageing or unresolved cases to the concerned team/manager on time.
• Maintain high standards of customer satisfaction, communication quality and data accuracy.

Preferred Candidate Profile

• 13 years of experience in Customer Support / Customer Service / Customer Care.
• Excellent verbal and written communication skills in Hindi & English.
• Good knowledge of MS Excel, including Filters, Sorting, VLOOKUP/XLOOKUP, Pivot Tables and basic reporting.
• Experience in Calls, Email, Chat, CRM and MIS Reporting preferred.
• Strong customer-handling, listening and problem-solving skills.
• Should be polite, confident, proactive and comfortable handling escalations.
• Strong follow-up skills with an ownership mindset until case closure.
• Experience in Consumer Electronics, Home Appliances, E-commerce or After-Sales Service will be preferred.