Service Engineer

Ebro Electronic GmbH; Thane; On-site; INR 350,000 - 650,000; Full time

Job summary

Xylem is a Fortune 500 water technology company with a global presence and a mission to help customers solve water challenges through innovative technology and expertise.

The Customer Service Representative will be the first point of contact for clients, handling inquiries, processing orders, and ensuring high customer satisfaction while collaborating with sales and engineering teams to resolve issues promptly.

Qualifications

• Bachelor’s degree in Business, Marketing, or related field; 5+ years of experience preferred.
• Strong written and verbal communication; customer-centric mindset.
• Experience with CRM tools and data analysis to improve service levels.

Responsibilities

• Providing excellent customer service to clients.
• Addressing and resolving customer inquiries and concerns.
• Building and maintaining strong relationships with customers.
• Processing orders, returns, and exchanges.
• Documenting and updating customer records.
• Collaborating with other departments to ensure customer satisfaction.
• Identifying and escalating complex customer issues to appropriate teams.
• Conducting customer satisfaction surveys and reporting feedback to management.
• Staying updated on company policies, products, and services.
• Continuously improving customer service processes and procedures.

Skills

Customer service

Communication

Analytical skills

CRM experience

Salesforce

Teamwork

Independent worker

Education

Bachelor’s degree in Business, Marketing, or related field

5+ years of related experience

Tools

Salesforce

CRM systems

Job description

Xylem ist ein Fortune 500 Wassertechnologieunternehmen mit global 23.000 Mitarbeitenden in über 100 Ländern und einer Mission: unseren Kunden durch innovative Technologielösungen und unser Fachwissen bei der Lösung von Wasserproblemen und -herausforderungen zu helfen. Wir sind der weltweit führende Anbieter effizienter, innovativer und nachhaltiger Wassertechnologien, die dafür sorgen, dass unser Wasser nachhaltig genutzt, optimal verwaltet, erhalten und wiederverwendet wird.

Job Summary:

The Customer Service Representative (CSR) is the primary point of contact for customers, handling inquiries, complaints, and providing information about products and services. They manage incoming calls, generate sales leads, and identify and assess customer needs to achieve satisfaction. CSRs are responsible for maintaining customer records, processing orders, and resolving issues promptly and efficiently. This role requires excellent communication skills, problem‑solving abilities, and a customer oriented approach to ensure a high level of customer satisfaction.

Responsibilities:

• Providing excellent customer service to clients
• Addressing and resolving customer inquiries and concerns
• Building and maintaining strong relationships with customers
• Assisting customers with product or service information
• Processing orders, returns, and exchanges
• Documenting and updating customer records
• Collaborating with other departments to ensure customer satisfaction
• Identifying and escalating complex customer issues to appropriate teams
• Conducting customer satisfaction surveys and reporting feedback to management
• Staying updated on company policies, products, and services
• Continuously improving customer service processes and procedures

Communication:

• Communicating with customers via various channels such as phone, email, and chat
• Listening actively to understand customer needs and concerns
• Providing clear and accurate information to customers
• Resolving conflicts and diffusing difficult situations with customers
• Communicating customer feedback and suggestions to relevant teams for improvement

Time Management:

• Managing multiple customer inquiries and tasks simultaneously
• Prioritizing urgent and important tasks effectively
• Meeting set targets and deadlines for customer service performance
• Maintaining a high level of productivity and efficiency while delivering quality service to customers

Problem-solving:

• Analyzing and identifying the root cause of customer issues
• Developing creative solutions to resolve customer problems
• Collaborating with team members to find solutions to complex issues
• Following up with customers to ensure their issues have been resolved to their satisfaction

Teamwork:

• Working collaboratively with team members to achieve shared goals
• Providing support and assistance to team members when needed
• Contributing ideas and suggestions for improving team performance and customer satisfaction
• Creating a positive and supportive work environment for the team and promoting teamwork and cooperation.

High Impact Behaviors:

• Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self‑improvement, and staying abreast of industry trends and best practices.
• Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
• Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field or 5+ years of work experience that provides exposure to fundamental theories, principles, and concepts.
• Strong analytical skills with the ability to interpret complex data.
• Proficiency in sales tools and software (e.g., SalesForce, CRM systems).
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively with cross functional teams.
• Strong negotiation and closing skills.
• Knowledge of market research and competitive analysis techniques.
• Ability to develop and implement sales strategies and plans

Werden Sie Teil des globalen Xylem‑Teams und gestalten Sie innovative Technologielösungen mit, die die Nutzung, Verfügbarkeit, den Schutz und die nachhaltige Verwendung von Wasser sicherstellen. Unsere Produkte kommen in der öffentlichen Versorgung, der Industrie, im Wohnbereich und in gewerblichen Gebäuden zum Einsatz - mit dem Ziel, intelligente Maschinen, Anlagen, Messsysteme, Netzwerktechnologien und fortschrittliche Analysen für Wasser-, Strom- und Gasversorger sowie die Industrie bereitzustellen. Arbeiten Sie mit uns an einer Welt, in der die aktuellen und kommenden Wasserherausforderungen mit Kreativität und Engagement gelöst werden und in der Inklusion und Zugehörigkeit als Treiber für Innovation erkannt werden, um unsere Wettbewerbsfähigkeit weltweit zu stärken.

Erfahren Sie mehr, indem Sie hier klicken - Arbeiten bei Xylem (https://www.xylem.com/en-us/careers/working-at-xylem/)

Inklusion und Zugehörigkeit bei Xylem

Xylem ist ein Unternehmen, was Chancengleichheit fördert. Alle Entscheidungen werden ohne Rücksicht auf Nationalität, Hautfarbe, Religion, ethnische Herkunft, Geschlecht, sexuelle Orientierung, Geschlechtsidentität oder -ausdruck, Alter, Behinderung oder anderer gesetzlich geschützter Merkmale getroffen. Mehr dazu finden Sie hier: (https://www.xylem.com/en-us/careers/inclusion-and-belonging/)