Customer Support Executive / Gurgaon / Kannada

Cars24; Gurugram District; Presencial; INR 300 000 - 600 000; Tempo integral

Resumo da oferta

Cars24 is seeking a customer support executive in India to handle customer complaints and inquiries, primarily via voice and email channels. You will coordinate with dealers, service centers, warranty and technical teams to resolve issues and update customers on progress.

The role requires strong Kannada communication, calm handling of irate customers, and meticulous documentation. Responsibilities include registering cases in CRM, following up on open tickets, and ensuring timely resolution

Qualificações

• Kannada language with strong verbal and written communication is required.
• Proficient in handling voice and email processes.
• Strong customer-handling and complaint-resolution skills.
• Good understanding of 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.

Responsabilidades

• 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.

Conhecimentos

Kannada communication

Voice & email processes

Customer handling

After-sales processes

Follow-up coordination

Irated customers handling

Problem solving

Documentation

MS Office

CRM usage

Multitasking

Ferramentas

MS Office

CRM

Descrição da oferta de emprego

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 Kannada, 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.