Customer Support Executive / Gurgaon / Gujarati

Cars24; Gurugram District; On-site; INR 300,000 - 460,000; Full time

Job summary

Cars24 is seeking a customer service professional in India to handle inquiries and complaints related to warranties, claims, and after-sales support. You will manage interactions via calls and emails, document cases in the CRM, and coordinate with dealers, service centers, and internal teams to resolve issues.

The role requires strong Gujarati communication, proficiency in MS Office and CRM tools, and the ability to remain calm with irate customers while maintaining accurate records and timely

Qualifications

• Excellent Gujarati communication skills (verbal and written).
• Experience in handling voice and email processes.
• Proficient in customer-handling and complaint resolution.
• Understanding of after-sales processes and documentation.
• Ability to manage multiple complaints simultaneously.

Responsibilities

• Handle customer complaints and queries.
• Manage customer interactions through inbound/outbound calls and emails.
• Provide information on warranty coverage, claims, processes, and resolutions.
• Register and maintain customer complaints and warranty cases in the CRM/system.
• Coordinate with dealers, service centers, warranty teams, technical teams, and other internal departments for issue resolution.
• Follow up on open complaints and warranty cases until closure.
• Provide customers with updates on status of complaints and warranty requests.
• Handle escalated and difficult customer situations professionally.
• Ensure complaints are resolved within defined TAT/SLA.
• Maintain documentation of interactions and case history.
• Identify recurring issues and highlight to concerned department.
• Maintain high customer satisfaction and professional communication.

Skills

Gujarati communication

Voice & email processes

Customer handling

After-sales processes

Documentation

Tools

CRM software

MS Office

Email tools

Job description

Key Responsibilities

• Handle customer complaints and queries .
• Manage customer interactions through inbound/outbound calls and emails.
• Understand customer concerns and provide accurate information regarding warranty coverage, claims, processes, and resolutions.
• Register and maintain customer complaints and warranty cases in the CRM/system.
• Coordinate with dealers, service centers, warranty teams, technical teams, and other internal departments for issue resolution.
• Follow up regularly on open complaints and warranty cases until closure.
• Provide customers with timely updates on the status of their complaints and warranty requests.
• Handle escalated and difficult customer situations professionally.
• Ensure complaints are resolved within defined TAT/SLA.
• Maintain proper documentation of customer interactions and case history.
• Identify recurring customer issues and highlight them to the concerned department.
• Ensure a high level of customer satisfaction and maintain professional communication at all times.
  

Required Skills & Competencies

• Excellent Gujarati communication skills, both verbal and written.
• Proficient in handling voice and email processes.
• Strong customer-handling and complaint-resolution skills.
• Good understanding of customer service and after-sales processes.
• Strong follow-up and coordination abilities.
• Ability to handle irate customers calmly and professionally.
• Good problem-solving and decision-making skills.
• Basic knowledge of MS Office, CRM, and email communication.
• Ability to manage multiple complaints/cases simultaneously.
• Good attention to detail and documentation skills.