Inside Service Coordinator

AMETEK; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

AMETEK SPECTRO in Bengaluru is seeking a proactive Customer Support Executive to handle inquiries via phone, email, chat, and social media. You will serve as the first point of contact, resolving issues and guiding customers toward timely solutions.

You will collaborate with sales, technical, and logistics teams to improve the overall customer experience, maintain CRM records, and drive KPIs such as CSAT and response times. Freshers may be considered; 1–3 years in customer support are preferred.

Qualifications

• Bachelor's degree or equivalent (preferred).
• 1–3 years of experience in customer support, service, or similar roles (freshers may be considered).
• Experience with CRM software or helpdesk tools is a plus.

Responsibilities

• Respond promptly to customer inquiries via phone, email, chat, or social media.
• Understand customer concerns and provide accurate, timely solutions.
• Resolve product or service related queries and offer effective solutions.
• Submit offers for spares and services and follow up for payments until invoiced and delivered.
• Maintain detailed records of customer interactions in CRM systems.
• Follow up with customers to ensure issues are fully resolved.
• Escalate complex issues to relevant internal teams.
• Provide product/service information and guidance to customers.
• Achieve KPIs such as response time, resolution time, and CSAT.
• Collaborate with internal teams to improve customer experience.
• Identify patterns in customer issues and suggest process improvements.

Skills

Verbal communication

Written communication

Problem solving

Analytical ability

Empathy

Multitasking

CRM tools

Education

Bachelor's degree

Tools

CRM software

Helpdesk tools

Job description

AMETEK SPECTRO, a business unit of AMETEK Inc, is one of the worldwide leading suppliers of analytical instruments, employing optical emission (stationary and mobile Arc/Spark OES, ICP-OES) and X-ray fluorescence spectrometry (XRF) technology, used for the elemental analysis of materials in industry, research and academia. AMETEK SPECTRO is a preferred technology partner for customers across India, for more than 40 years with our advanced technology as well as our dedicated service network which is the largest in our industry providing world class support to our customers. We are seeking a proactive and customer-focused Customer Support Executive to manage customer inquiries, resolve issues efficiently, and enhance overall customer satisfaction. The ideal candidate will serve as the first point of contact, ensuring a seamless customer experience across multiple communication channels.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, chat, or social media
• Understand customer concerns and provide accurate, timely solutions
• Resolve product or service related queries and offer the effective solutions
• Submit the offers for spares and services on a timely basis and follow up for the payments, until the same is invoiced and delivered
• Maintain detailed records of customer interactions in CRM systems
• Follow up with customers to ensure issues are fully resolved
• Escalate complex or unresolved issues to relevant internal teams
• Provide product/service information and guidance to customers
• Achieve key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT)
• Collaborate with internal teams (sales, technical, logistics, etc.) to improve customer experience
• Identify patterns in customer issues and suggest process improvements

Desired Skills

• Excellent verbal and written communication skills
• Strong problem-solving and analytical abilities
• Empathy and customer-first mindset
• Ability to multitask and manage time effectively
• Proficiency in CRM tools and basic computer applications
• Ability to handle challenging situations professionally
• Active listening skills

Experience Level

• 1-3 years of experience in customer support, service, or call center roles (freshers may be considered)
• Experience with CRM software or helpdesk tools is an advantage

Educational Qualification

• Bachelor's degree or equivalent (preferred)

Key Performance Indicators

• First Response Time (FRT)
• Customer Satisfaction Score (CSAT)
• Issue Resolution Time
• First Call Resolution (FCR)
• Customer Retention Rate

Compensation

• Currency: INR
• Salary Minimum: Market
• Salary Maximum: Market
• Incentive: Market
• Disclaimer: Where a specific pay range is noted, it is a good faith estimate at the time of this posting. The actual salary offered will be based on experience, skills, qualifications, market / business considerations, and geographic location.

AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales over $7.5 billion. AMETEK is committed to making a safer, sustainable, and more productive world a reality. We use differentiated technology solutions to solve our customers' most complex challenges. We employ 22,000 colleagues, in 35 countries, that are grounded by our core values: Ethics and Integrity, Respect for the Individual, Inclusion, Teamwork, and Social Responsibility. AMETEK is a component of the S&P 500. Visit https://www.ametek.com/careers for more information.