Executive - Customer Care

Kohler; Pune District; On-site; INR 450,000 - 650,000; Full time

Job summary

Kohler Co. is seeking a motivated Executive - Customer Care in Pune to lead the customer care team and deliver exceptional service. The role involves handling inquiries, troubleshooting, and guiding installation and repairs for Kohler and Sterling products.

The candidate will work with end-users, plumbers, designers, and showroom personnel, using tools like Salesforce and SAP to manage tickets and ensure uptime. This is a full-time on-site position with rotating shifts.

Qualifications

• 12th Pass with a 3-year bachelor’s degree preferred.
• 2+ years’ experience in international customer care (US/UK preferred).
• Troubleshooting knowledge for plumbing/electronics/whitegoods is a plus.
• Ability to convey information clearly in English; Hindi writing optional.
• Strong collaboration and negotiation to satisfy customer needs.

Responsibilities

• Handle inbound/outbound inquiries via email, voice, and chat.
• Use Salesforce/SAP to assign tickets to field teams for resolution.
• Assist in implementing procedures to maximize uptime.
• Escalate unresolved issues following the matrix for timely closure.
• Read technical docs and diagrams to guide support.
• Upsell Kohler products and accessories when appropriate.
• Provide installation and troubleshooting guidance to end customers and professionals.

Skills

Customer care

English proficiency

Hindi proficiency

Collaboration

Troubleshooting knowledge

Education

12th Pass

Bachelor's degree (3-year preferred)

Tools

Salesforce

SAP

Job description

Kohler Co. is looking for a highly motivated and experienced individual to join our team as an Executive - Customer Care. In this role, you will be responsible for leading our customer care team to deliver exceptional service and support to our valued customers.

Role and Responsibility

• Handle Inquiries: Answer inbound/outbound customer inquiries via email, voice, chat (and other media) by diagnosing product issues and taking appropriate actions.
• Ticket Assignment: Use technology (software like Sales Force, SAP) to assign requests / tickets to the relevant field team for resolution.
• Procedure Implementation: Assist in implementing procedures to maximize uptime on email and phone coverage.
• Escalation: Escalate unresolved issues according to the escalation matrix and ensure timely resolution.
• Technical Understanding: Read and understand technical publications, diagrams, and specification documents.
• Upselling: Promote Kohler products and accessories as appropriate.
• In addition to working with end-users of products, also perform advance troubleshooting and advice specification guidelines with plumbers, designers and retail, wholesale and showroom personnel
• In addition to troubleshooting, also walk end customer and trade professionals through step-by-step installation and/or repair of Kohler and Sterling products
• Effectively use Customer Care Center technology (i.e. customer registration software, portal, SAP, Intranet, Internet, email, phone system, scheduling software) and all other tools/resources available, including technical literature and price books

Qualifications

• 12th Pass required. 3 Year Bachelors degree preferred.
• 2+ years of experience working in international customer care team (US, UK preferred).
• Knowledge in support for trouble shooting of products (e.g., plumbing, electronics, whitegoods, durables, equipment etc.) are added benefits
• Ability to collaborate effectively with colleagues and contribute to a cohesive team environment.
• Proficient in conveying information clearly and persuasively, both verbally and in writing in English.
• Proficient in conveying information clearly and persuasively, verbally in Hindi (writing skill is optional).
• Skilled in negotiating solutions that satisfy customer needs while aligning with company goals.

Working Conditions

• This is a full-time role based in our customer service Pune office.
• The includes evenings and weekends working to meet customer demands, as we operate 24/7 with rotational shifts and weekly offs.
• Willingness and ability to work in rotating shifts, including early mornings, late evenings, overnight, weekends, and overtime as needed
• This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned by the supervisor.