Customer Support Executive / Gurgaon / Kannada, Tamil, Telugu

Cars24; Gurugram District; In loco; INR 250.000 - 420.000; Tempo pieno

Descrizione del lavoro

Cars24 is seeking a customer support executive in India to handle complaints and queries in Kannada, Tamil or Telugu, via voice and email. You will document cases in the CRM and coordinate with dealers, service centers, and warranty teams to resolve issues.

You will follow up on open cases, provide timely status updates, and maintain a high level of customer satisfaction with professional communication throughout the process.

Competenze

• Excellent multilingual communication in Kannada, Tamil or Telugu.
• Proficient in 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.

Mansioni

• Handle customer complaints and queries.
• Manage customer interactions via inbound/outbound calls and emails.
• Explain warranty coverage, claims, processes and resolutions.
• Register and maintain complaints and warranty cases in the CRM.
• Coordinate with dealers, service centers, warranty teams, technical teams, and other internal departments.
• 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.

Conoscenze

Kannada/Tamil/Telugu multilingual comm

Voice & email processes

Customer handling

After-sales process

Follow-up & coordination

Handling irate customers

Problem solving

MS Office

CRM system

Documentation & detail

Strumenti

MS Office

CRM software

Descrizione del lavoro

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, Tamil or Telugu 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.